Research Coordinator (Call Center Supervisor)

Job Description

We are seeking a highly motivated and detail-oriented CATI Research Supervisor to oversee telephone interviewing operations, manage a team of call agents, and contribute to the success of our research projects. This role is ideal for someone with call center supervisory experience, research project coordination skills, and an understanding of social science or marketing research methodologies.

Responsibilities

• Team Leadership & Supervision: Oversee and support a team of telephone interviewers, ensuring high performance and adherence to research protocols.
• Recruitment & Training: Lead hiring efforts, onboard new interviewers, and provide ongoing coaching and development.
• Project Execution & Coordination: Manage shift call plans, ensuring operational efficiency and successful completion of survey projects.
• Research & Quality Assurance: Maintain high research standards by implementing quality control measures, ensuring accurate data collection and reporting.
• Technology & System Management: Monitor call center software, troubleshoot technical issues, and communicate necessary updates to the project lead.
• Process Improvement & Strategy: Identify areas for workflow optimization, contribute to research planning, and support recruitment efforts for other projects.
• Client & Stakeholder Communication: Ensure that project updates, service alerts, and research progress are effectively communicated to key stakeholders.

Qualifications

• Experience: Minimum of 1 year of supervisory experience in a call center or research-related setting, with a strong background in managing interviewers or call agents.
• Research & Analytical Skills: Familiarity with social science, marketing research, or data collection methodologies is highly preferred.
• Technical Proficiency: Comfortable working with call center systems, research tools, and project management platforms.
• Leadership & Communication: Strong ability to lead teams, manage projects, and ensure high-quality research execution.
• Problem-Solving: Capable of troubleshooting issues, making quick decisions, and optimizing team performance.
• Education: High School Diploma or GED required; additional coursework or experience in social sciences, business, or data analysis is a plus.
• Language Skills: Strong command of English (written and spoken); Spanish skills are a plus but not required.
• Work Authorization: Must be a U.S. Citizen.

Job Details

• Job Type: Full-time
• Pay: $24 - $28 per hour depending on qualifications
• Benefits: On-site gym
• Dental insurance
• Health insurance
• Paid time off
• Retirement Plan