Marketing Management Analytics, Inc.
Call Center/Task Manager - Data Collection
Marketing Management Analytics, Inc., Washington, District of Columbia, us, 20022
Call Center/Task Manager - Data Collection
Washington, DC, United States
Job Description What makes this role important at Ipsos?
We are seeking an experienced
Task Manager /Call Center Manager to oversee daily operations at a telephone data collection center (DCC). This critical supervisory role serves as the operational bridge between the Project Manager and frontline data collection staff, ensuring the successful collection of establishment data. The Call Center Manager will lead a team, drive quality control initiatives, and ensure all performance standards are met while maintaining data integrity requirements. This role reports to the Project Manager, Data Collection Program.
What you can expect to be doing:
Operational Leadership
Serve as primary liaison between contractor Project Manager and all subordinate DCC staff
Act as the main point of contact with the DCC Manager regarding all center operations
Oversee daily operations ensuring smooth workflow across all data collection activities
Coordinate with counterpart Call Center Managers at other DCCs to share best practices and maintain consistency
Team Management & Supervision
Supervise and assign workloads to Supervisors and their respective interviewer teams
Monitor staff productivity using business intelligence tools (SAP Crystal Reports)
Manage staff scheduling to maintain appropriate mix of on-site and telework personnel per approved Telework Plan
Coordinate coverage for address refinement, enrollment, collection, and edit reconciliation activities
Performance Management
Analyze daily/weekly performance reports to ensure metrics are consistently met
Identify performance gaps and implement immediate corrective actions
Conduct regular team meetings to communicate performance metrics and improvement strategies
Provide input for monthly performance reports submitted to Project Manager
Quality Control & Compliance
Direct and supervise all quality control activities at the DCC level
Monitor compliance with data integrity requirements and confidentiality protocols
Oversee edit reconciliation processes ensuring timely resolution of data quality issues
Ensure data quality by monitoring that interviews and supervisors are following all established protocols and procedures
Investigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findings
Monitor interviewer call recordings to identify training needs and best practices
Training & Development
Direct and supervise all training activities at the DCC level
Identify individual and team training needs based on performance data
Work with Supervisors to implement targeted coaching and mentoring
Workflow & Process Management
Distribute daily case assignments using CATI system
Monitor case progression through various collection stages
Communication & Reporting
Participate in regular meetings with DCC Manager
Provide daily operational updates to Project Manager
Communicate policy changes and procedural updates to all DCC staff
Document and elevate technical issues, system problems, or resource constraints
Maintain comprehensive documentation of operational decisions and process improvements
Special Projects & Initiatives
Support testing of new software and procedures
Provide feedback on system enhancements and process improvements
Assist in development of best practices and standard operating procedures
This might be the job for you if you have:
Minimum Qualifications
U.S. Citizenship required due to government contract
High school diploma or equivalent; OR three years of relevant experience at a Call Center Manager role
Proficiency in Microsoft Office Suite or equivalent software
Proficiency in analyzing reports to monitor performance and assign workloads
Strong analytical skills with ability to interpret data and identify trends
Working Hours: Able to work on-site during standard operating hours with limited telework flexibility Operating hours: 6 AM - 7 PM (local time zone)
Within commuting distance of assigned DCC
Occasional overtime may be required during peak collection periods
Preferred Qualifications
Associate or bachelor’s degree in business, public administration, or related field
3+ years of supervisory experience in call center or data collection environment
Experience with government contracts or data collection programs
Proficiency with SAP Crystal Reports or similar business intelligence software
Knowledge of Computer Assisted Telephone Interviewing (CATI) systems
Experience managing teams of 10+ employees
Understanding of survey methodology and quality control principles
Experience with remote team management and telework coordination
We encourage all who feel they might be a fit to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to!
In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $90,000 to $95,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.
What’s in it for you: At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy and a strong collaborative culture.
To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit: Why Work at Ipsos | US
Commitment to Diversity Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do.
We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.
Ipsos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.
About the Team The Public Affairs Service Line is the world leader in Social and Opinion Research. We work with clients on political and public opinion polling, citizen and stakeholder management, social policy improvement, sustainable development strategy and identifying societal trends and perceptions across several sectors. We assess how government and public affairs policies as well as societal trends and views impact our client’s brand/products/markets.
About Us Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data‑driven solutions and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject‑matter experts from around the world, combining thematic and technical experts to deliver top‑quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5,000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!
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Job Description What makes this role important at Ipsos?
We are seeking an experienced
Task Manager /Call Center Manager to oversee daily operations at a telephone data collection center (DCC). This critical supervisory role serves as the operational bridge between the Project Manager and frontline data collection staff, ensuring the successful collection of establishment data. The Call Center Manager will lead a team, drive quality control initiatives, and ensure all performance standards are met while maintaining data integrity requirements. This role reports to the Project Manager, Data Collection Program.
What you can expect to be doing:
Operational Leadership
Serve as primary liaison between contractor Project Manager and all subordinate DCC staff
Act as the main point of contact with the DCC Manager regarding all center operations
Oversee daily operations ensuring smooth workflow across all data collection activities
Coordinate with counterpart Call Center Managers at other DCCs to share best practices and maintain consistency
Team Management & Supervision
Supervise and assign workloads to Supervisors and their respective interviewer teams
Monitor staff productivity using business intelligence tools (SAP Crystal Reports)
Manage staff scheduling to maintain appropriate mix of on-site and telework personnel per approved Telework Plan
Coordinate coverage for address refinement, enrollment, collection, and edit reconciliation activities
Performance Management
Analyze daily/weekly performance reports to ensure metrics are consistently met
Identify performance gaps and implement immediate corrective actions
Conduct regular team meetings to communicate performance metrics and improvement strategies
Provide input for monthly performance reports submitted to Project Manager
Quality Control & Compliance
Direct and supervise all quality control activities at the DCC level
Monitor compliance with data integrity requirements and confidentiality protocols
Oversee edit reconciliation processes ensuring timely resolution of data quality issues
Ensure data quality by monitoring that interviews and supervisors are following all established protocols and procedures
Investigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findings
Monitor interviewer call recordings to identify training needs and best practices
Training & Development
Direct and supervise all training activities at the DCC level
Identify individual and team training needs based on performance data
Work with Supervisors to implement targeted coaching and mentoring
Workflow & Process Management
Distribute daily case assignments using CATI system
Monitor case progression through various collection stages
Communication & Reporting
Participate in regular meetings with DCC Manager
Provide daily operational updates to Project Manager
Communicate policy changes and procedural updates to all DCC staff
Document and elevate technical issues, system problems, or resource constraints
Maintain comprehensive documentation of operational decisions and process improvements
Special Projects & Initiatives
Support testing of new software and procedures
Provide feedback on system enhancements and process improvements
Assist in development of best practices and standard operating procedures
This might be the job for you if you have:
Minimum Qualifications
U.S. Citizenship required due to government contract
High school diploma or equivalent; OR three years of relevant experience at a Call Center Manager role
Proficiency in Microsoft Office Suite or equivalent software
Proficiency in analyzing reports to monitor performance and assign workloads
Strong analytical skills with ability to interpret data and identify trends
Working Hours: Able to work on-site during standard operating hours with limited telework flexibility Operating hours: 6 AM - 7 PM (local time zone)
Within commuting distance of assigned DCC
Occasional overtime may be required during peak collection periods
Preferred Qualifications
Associate or bachelor’s degree in business, public administration, or related field
3+ years of supervisory experience in call center or data collection environment
Experience with government contracts or data collection programs
Proficiency with SAP Crystal Reports or similar business intelligence software
Knowledge of Computer Assisted Telephone Interviewing (CATI) systems
Experience managing teams of 10+ employees
Understanding of survey methodology and quality control principles
Experience with remote team management and telework coordination
We encourage all who feel they might be a fit to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to!
In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $90,000 to $95,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.
What’s in it for you: At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy and a strong collaborative culture.
To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit: Why Work at Ipsos | US
Commitment to Diversity Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do.
We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.
Ipsos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.
About the Team The Public Affairs Service Line is the world leader in Social and Opinion Research. We work with clients on political and public opinion polling, citizen and stakeholder management, social policy improvement, sustainable development strategy and identifying societal trends and perceptions across several sectors. We assess how government and public affairs policies as well as societal trends and views impact our client’s brand/products/markets.
About Us Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data‑driven solutions and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject‑matter experts from around the world, combining thematic and technical experts to deliver top‑quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5,000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!
#J-18808-Ljbffr