• Role should be mainly agent facing.
• Responsible for production and quality of a team of 15-20 agents.
• Ensure agents are meeting individual production and quality goals and work with QC team to provide appropriate coaching and feedback.
• Execute daily staffing goals, ensuring all projects reach the recommended hours as provided by management.

• High school diploma or equivalent required.
• Documented work experience in a call center, contact center or processing center environment.

• Minimum of 5 years of work experience in professional business environment.
• Good understanding of CATI interviewing techniques and metrics including production rates, dial rates, after call work, refusal conversion/aversion
• Experience with predictive dialing and data collection systems a plus.
• Computer software programs proficiency including MS Office (Word, Excel) preferred.
• Demonstrated ability to develop, implement and execute business processes for new business.
• Strong issue management and risk mitigation background.
• Strong personnel management skills and experience.
• Ability to demonstrate strong communication skills, both written and oral, required.

• Strong verbal, interpersonal and written communication skills required.
• Strong analytical, problem-solving and decision making capabilities required.
• Team player with the ability to work in a fast-paced environment is a must.
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required.

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are committed to creating a culture where we embrace our differences in ideas and identities. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. Learn more about what we dohttps://www.icf.com/ and our commitment to inclusionhttps://www.icf.com/company/about/diversity-inclusion.$32,830.00 - $55,811.00Virginia Remote Office (VA99)