Call Center Manager

  • Administrative
  • Detroit
  • $50,000-65,000

Entech Staffing Solutions

Job Position: Call Center Manager

Description: Research Assistant (Call Center Manager)

Location: Detroit, Michigan (In-Person)

Salary Range: $50,000 – $65,000 (Annual)

8:30am-9:30pm (flex schedule)

About the Organization

We are a premier, public, urban research institution located in the heart of Detroit. Our deep-rooted commitment to excellence, collaboration, integrity, and inclusion creates exceptional opportunities that prepare our community for success in a global society. We offer a rich, high-quality environment for students and professionals from all backgrounds.

Role Summary

We are seeking an experienced Research Assistant (Call Center Manager) to provide day-to-day oversight and quality control for our survey research unit. This role is critical in managing a 20-station CATI (Computer-Assisted Telephone Interviewing) lab and ensuring high levels of productivity and data integrity.

Essential Functions & Job Duties

  • Operations Oversight: Perform in-person management of the survey research unit, including recruitment, training, and scheduling of interviewers.

  • Performance Management: Conduct ongoing assessments of staff; provide feedback and implement individualized Performance Improvement Plans (PIPs) to maintain efficiency.

  • Quality Assurance: Oversee quality control measures for telephone interviews and collaborate on data management and quality assurance plans.

  • Reporting: Monitor data collection progress and call dispositions; provide regular updates to project leadership.

  • Innovation: Actively seek strategies to increase survey response rates and apply cutting-edge technology and methodology to survey practices.

  • Flexible Scheduling: Maintain a flexible schedule (8:30 AM – 9:30 PM), including one to three in-person weekend and evening shifts per month during active data collection.

Qualifications

Education

  • Required: Bachelor’s degree in social science research (e.g., Political Science, Psychology, Public Health, Sociology, Survey Methodology, Statistics, Data Science, or Urban Studies).

  • Preferred: Coursework in survey research; candidates working toward a Master’s degree.

Experience

  • Minimum of two years managing a diverse team in a dynamic environment.

  • Advantage: Experience specifically managing a survey research lab.

Skills & Abilities

  • Leadership: Extensive supervision skills, including effective recruitment and performance assessment.

  • Communication: Excellent command of English (written and spoken). Bilingual proficiency in Spanish or Arabic is preferred.

  • Technical Proficiency: Ability to utilize various software; experience with MS Access, Qualtrics, CATI software, and SPSS is a significant advantage.

  • Project Management: Ability to manage multiple projects simultaneously, meet deadlines, and work both independently and as a team player.