Survey Team Lead

About the Role

The role entails developing processes, leading and mentoring others, and performing critical tasks associated with an outbound call center. You will be expected to demonstrate strong communication skills, both written and oral, and have the ability to work in a 24/7 environment, including evenings and weekends.

ICF is a global advisory and technology services provider that combines expertise with cutting-edge technology to help clients solve complex challenges. As a Survey Team Lead, you will be part of a dynamic team that is committed to delivering high-quality results and meeting the requirements of contracted work.

What You Will Do

• Provide leadership and execution for a call center focused on outbound data collection for survey research
• Manage the production and quality of a team of 15-20 agents
• Ensure agents meet individual production and quality goals
• Work with the QC team to provide coaching and feedback
• Execute daily staffing goals to meet project requirements
• Develop processes and mentor others
• Perform critical tasks associated with an outbound call center
• Demonstrate strong communication skills, both written and oral
• Work in a 24/7 environment, including evenings and weekends
• Collaborate with the Data Collection Supervisor to achieve team goals
• Analyze data to identify trends and areas for improvement

What We Are Looking For

• High school diploma or equivalent required
• 6 months+ documented work experience in a call center, contact center, or processing center environment
• Ability to pass a background check
• Residency in the U.S. and authorization to work in the U.S.
• Strong communication skills, both written and oral
• Ability to work in a fast-paced environment
• Strong analytical, problem-solving, and decision-making capabilities
• Team player with the ability to work collaboratively
• Strong interpersonal skills, including courtesy, professionalism, and a cooperative attitude

Nice to Have

• 5+ years of work experience in a professional business environment
• Experience with predictive dialing and data collection systems
• Proficiency in MS Office, including Excel
• Strong issue management and risk mitigation background
• Experience with CATI interviewing techniques and metrics

Benefits and Perks

• Competitive salary
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible working hours, including remote work options
• Access to cutting-edge technology and tools
• Comprehensive benefits package, including health insurance and retirement plan
• Paid time off and holidays
• Professional development opportunities, including training and mentorship

• Be prepared to provide specific examples of your experience in call center management and team leadership.
• Develop a strong understanding of data collection and analysis techniques, including CATI interviewing methods.
• Highlight your ability to work in a fast-paced environment and adapt to changing project requirements.
• Emphasize your strong communication skills, both written and oral, and provide examples of successful coaching and feedback.
• Prepare to discuss your experience with predictive dialing and data collection systems, and how you have used them to improve team performance.
• Research ICF's company culture and values, and be prepared to discuss how your skills and experience align with their mission and vision.
• Be prepared to discuss your salary expectations and benefits requirements, and be open to negotiation.