• Telephone Research Center Supervisor

    Location US-NC-Durham
    Job ID
    Regular Full-Time
  • Overview

    Social & Scientific Systems (SSS) works to improve public health worldwide by providing technical, research, and program management services to government, nonprofit, and commercial clients. The SSS team offers a synergy of expertise in clinical research services, epidemiology and public health studies, health data management and analysis, and program evaluation and policy analysis. Please join our dedicated staff of employee-owners in an environment that values diversity and supports health, well-being, and professional growth.


    Provide supervisory coverage of evening and weekend interviewing staff in the Survey Center’s Telephone Research Center (TRC). Assist the TRC Manager in a broad range of telephone, email, and web survey data collection activities.


    1. Responsible for daily study data collection activities conducted in the TRC on one or more projects.
    2. Supervise team(s) of interviewers, including:
      1. Creating and maintaining interactive and collaborative teams
      2. Motivating and enhancing interviewer job satisfaction
      3. Implementing project processes and requirements to meet productivity goals
      4. Evaluating interviewer phone skills through monitoring metrics and provide constructive feedback to either improve or positively reinforce interviewer performance
    3. Coordinate with other TRC Supervisors across projects to ensure effective supervision of interviewer staff on shift, triage TRC staff, equipment, systems, and project issues, and escalate issues appropriately.
    4. Answer questions in a positive and constructive manner. Provide leadership and advice to interviewers by being available for questions and problem resolution by walking the floor.
    5. Take an active role in the orientation and training of new TRC personnel.
    6. Create positive, collaborative, and productive relationships with interviewers, other Supervisors, TRC management team and study staff.
    7. Exercise good judgment in problem solving and maintain open lines of communication between shifts.
    8. Stay organized and be proactive in identifying process gaps and improvements to streamline data collection tasks.
    9. Maintain adherence to TRC rules of operation.
    10. Assist in timesheet checks and weekly payroll processing.
    11. Meet weekly, or as needed with the TRC Manager and/or study staff to provide with regular updates on staff performance, project progress, and issues or process improvements.
    12. Complete other task as directed by TRC management team.


    Bachelor’s degree in public health, public administration, research, communications or related field preferred /or least 3 years’ experience supervising in a telephone center / or 6 years’ experience working in a telephone center. Proficient using Microsoft Office and capable of learning and using new software quickly. Experience in conducting surveys or performing data collection by phone. Public health research experience a plus. Ability to communicate effectively verbally and in writing.


    SSS is committed to fostering a diverse workforce and is proud to be an Affirmative Action/Equal Opportunity Employer of Minorities/Women/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, age, national origin, veteran status, disability, or any other classification protected by law.


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