Research Assistant; Call Center Manager

Overview

Wayne State University is searching for an experienced Research Assistant (Call Center Manager) at its Detroit campus location.

Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.

• Perform in-person day-to-day oversight and quality control aspects of survey research unit, including:
• Recruitment and training of interviewers, scheduling, and assigning staff to project tasks;
• Perform ongoing assessment of interviewers and support staff, providing feedback and implementing an individualized "Performance Improvement Plan" (PIP) for staff working in the 20-station CATI lab to ensure high levels of productivity and efficiency are maintained;
• Implement and oversee quality control measures to ensure the accuracy and effectiveness of telephone interviews.
• Maintain and cultivate a high level of productivity and efficiency among the interviewing team and support staff.
• Monitor data collection progress and call dispositions, and provide regular updates to project leads and leadership.
• Work a flexible schedule between the hours of 8:30am-9:30pm, including one to three in-person weekend and evening shifts per month during active data collection, to allow oversight of survey operations
• Collaborate with others regarding data management, and in the planning and implementation of data quality assurance plans.
• Actively seek innovative strategies to increase survey response rates; apply cutting-edge technology and methodology to survey practice; and maintain proficiency in applying new and varied methods and be competent in justifying methods selected.
• Program and test CATI and online surveys (using software such as WinCATI, Qualtrics, etc.), process and manage survey sample lists, and respond effectively to the continuous changes associated with the implementation and development of survey methodology within the software package.
• Prepare regular updates to Center Director and Managing Director. Reports to the Managing Director on a day-to-day basis and is responsible to the Center Director.

This position is 100% Subsidy Conditioned.

• A Bachelor's in social science research (including political science, public administration, demography, education, geography, psychology, public health, social work, sociology, survey methodology, statistics, data science, computer science, and urban studies; coursework in survey research is preferred. Working toward a Master's degree is an advantage.
• Minimum of two years' experience managing a diverse team in a dynamic, challenging environment. Experience managing a survey research lab is an advantage.
• Excellent command of the English language, both written and spoken. Bilingual in Spanish or Arabic is preferred.

• Extensive supervision skills and experience, including effective recruitment strategies and performance assessment, are required.
• Demonstrated experience in developing and delivering training.
• Strong diplomatic skills and ability to answer questions and concerns effectively. High level of professionalism.
• Flexible, adaptable, and resourceful style; ability to work independently and as a team player and to take initiative.
• Ability to manage several projects simultaneously, prioritize and plan work activities while meeting respective deadlines. Strong organizational and time-management skills.
• A working knowledge of survey research methods and experience in managing primary data collection procedures (CATI lab, web-based surveys, mail surveys, in-person interviews, etc.) and practicalities of implementation is an advantage.
• Effectively utilize a variety of software. Previous experience with MS Access, Qualtrics, CATI software, and SPSS is an advantage.

• Resume
• Contact information for at least three references
• Most recent (unofficial) transcript
• Three recent writing samples