Call Center​/Task Manager - Data Collection

Call Center/Task Manager - Data Collection

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We are seeking an experienced Task Manager/Call Center Manager to oversee daily operations at a telephone data collection center (DCC). This critical supervisory role serves as the operational bridge between the Project Manager and frontline data collection staff, ensuring the successful collection of establishment data. The Call Center Manager will lead a team, drive quality control initiatives, and ensure all performance standards are met while maintaining data integrity requirements.

This role reports to the Project Manager, Data Collection Program.

• Serve as primary liaison between contractor Project Manager and all subordinate DCC staff
• Act as the main point of contact with the DCC Manager regarding all center operations
• Oversee daily operations ensuring smooth workflow across all data collection activities
• Coordinate with counterpart Call Center Managers at other DCCs to share best practices and maintain consistency

• Supervise and assign workloads to Supervisors and their respective interviewer teams
• Monitor staff productivity using business intelligence tools (SAP Crystal Reports)
• Ensure optimal staff coverage during operating hours (6 AM - 7 PM local time)
• Manage staff scheduling to maintain appropriate mix of on-site and telework personnel per approved Telework Plan
• Coordinate coverage for address refinement, enrollment, collection, and edit reconciliation activities

• Analyze daily/weekly performance reports to ensure metrics are consistently met
• Identify performance gaps and implement immediate corrective actions
• Conduct regular team meetings to communicate performance metrics and improvement strategies
• Provide input for monthly performance reports submitted to Project Manager

• Direct and supervise all quality control activities at the DCC level
• Monitor compliance with data integrity requirements and confidentiality protocols
• Oversee edit reconciliation processes ensuring timely resolution of data quality issues
• Ensure data quality by monitoring that interviews and supervisors are following all established protocols and procedures
• Investigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findings
• Monitor interviewer call recordings to identify training needs and best practices

• Direct and supervise all training activities at the DCC level
• Identify individual and team training needs based on performance data
• Work with Supervisors to implement targeted coaching and mentoring

• Distribute daily case assignments using CATI system
• Monitor case progression through various collection stages

• Participate in regular meetings with DCC Manager
• Provide daily operational updates to Project Manager
• Communicate policy changes and procedural updates to all DCC staff
• Document and elevate technical issues, system problems, or resource constraints
• Maintain comprehensive documentation of operational decisions and process improvements

• Support testing of new software and procedures
• Provide feedback on system enhancements and process improvements
• Assist in development of best practices and standard operating procedures
• Support phase-in/phase-out activities during contract transitions

• U.S. Citizenship required due to government contract
• High school diploma or equivalent; OR three years of relevant experience at a Call Center Manager role
• Proficiency in Microsoft Office Suite or equivalent software
• Proficiency in analyzing reports to monitor performance and assign workloads
• Strong analytical skills with ability to interpret data and identify trends
• Working Hours:
  • Able to work on‑site during standard operating hours with limited telework flexibility
  • Operating hours: 6 AM - 7 PM (local time zone)
  • Within commuting distance of assigned DCC
• Occasional overtime may be…