Call Center Supervisor

Job Description:

The contact center Survey Operations Supervisor, reporting to the Survey Operations Manager will provide leadership and execution for a Call Center focused on Outbound Survey Research. The successful candidate's responsibilities will include staffing, training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on telephone survey research. Having the ability, desire and experience to develop processes, lead and mentor others and perform the critical tasks associated with an Outbound Call Center is critical to success.

The 200+ seat Call Center will operate from 9:00 a.m. until 12:00 a.m., 7 days each week. Applicants must be able to work evenings and nights as well as weekend days.

Qualifications:

• Associates degree
• 5+ years of experience working in a call center, contact center or processing center environment (education may be substituted for experience on a year-for-year basis).

Preferred Skills/Experience:

• Bachelor’s degree
• 5+ years of management/supervisory experience in contact/call center
• Proficiency with computer software programs including MS Office (Word, Excel, etc.)
• 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.

Professional Skills:

• 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.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:

$39,030.00 - $66,351.00

Martinsville, VA (VA23)