RTI International is one of the world’s leading research institutes, dedicated to improving the human condition by turning knowledge into practice. With projects in more than 40 countries and a staff of more than 2,600, RTI offers innovative research and technical solutions to governments and businesses worldwide in the areas of health and pharmaceuticals, education and training, surveys and statistics, advanced technology, democratic governance, economic and social development, energy, and the environment.

The RTI-Call Center Services operates a state-of-the-art call center located in North Raleigh offering a range of data collection capabilities supporting the Institutes large survey division. The Call Center uses cutting edge telecommunications equipment that integrates voice and the data creating a sophisticated network that offers a wide range of data collection and call handling features.

Job Description:

The Call Center Services Department has an immediate opening for a Call Center Project Supervisor. This position will have several core responsibilities including:

1. Functioning as the primary point for internal client communication.
2. Monitoring projects to ensure project specifications and daily reporting requirements are met.
3. Planning and implementing survey projects through technical feedback, guidance and process recommendations to the Call Center Services Manager, call center staff and project leaders.

Responsibilities:

1. Serve as a liaison between Call Center Services staff and internal and external clients.
2. Manage project workflow for assigned projects and evaluate staffing requirements.
3. Participate in the planning of survey projects by providing technical feedback and recommendations to project staff regarding project training programs, operational strategies, and software
4. Develop or assist RTI project staff in the development of data collection protocols and procedures, sample management strategies, queue management, case flow plans, tracing steps, and testing and review of questionnaires
5. Monitor cost and production reports; keep Call Center Services Manager and RTI project staff updated on project progress. Make recommendations or adjustments as necessary.
6. Increase RTI-Call Center Services’ internal and external recognition by assisting in preparation of papers to be presented at in-house seminars or professional meetings.
7. Contribute to proposal efforts by preparing technical proposal sections, special-purpose resumes and biographical sketches, accurate and effective boilerplate sections (e.g., corporate capabilities, facilities, project abstracts, etc.), and generic descriptions of methodologies
8. Review literature regarding developments for improvement of telephone survey data collection processes and call center systems, including new technologies

Qualifications:

1. Bachelor’s degree, plus two years of related project experience in a research interviewing or tracing call center with prior supervisory experience.
2. Possess excellent communications skills with a strong commitment to customer service.
3. Working knowledge of call center equipment including dialer systems, computer-assisted telephone interviewing software, sample management, personnel scheduling software and telephony.
4. Working knowledge of the principles, processes, and methods of survey research, especially telephone data collection practices, Interactive Voice Response and tracing practices.
5. Proficiency with MS Office Suite.

***For more information and to apply please visit www.rti.org/careers and refer to position: Call Center Project Supervisor (North Raleigh, NC)***

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