NORC Site Operations Center Manager in Wichita, Kansas

Site Operations Center Manager

Job no: 494819Work type: Regular Full-TimeLocation: Wichita, KSCapability Area: Call Center Management

JOB DESCRIPTION:

NORC at the University of Chicago is looking for a Site Operations Center Manager to join their team in Wichita, Kansas.

NORC at the University of Chicago is an independent research institute focused on social science research. Founded in 1941, NORC has three call centers located in Chicago, Albuquerque and Wichita that conduct surveys for use in research studies for clients that include governments, corporations and nonprofits. The successful candidate for this position will work with our existing Site Operations Center Manager to provide leadership to the Wichita office. The primary responsibility for this position will be to manage research projects.

NORC’s research studies are generally conducted in five main areas: economics, markets and the workforce; education, training and learning; global development; health and well-being; and society, media and public affairs. NORC’s most cited research is the General Social Survey, which has monitored change and the growing complexity of American society since 1972. Other major studies include the High School and Beyond Study, National Immunization Survey and Survey of Consumer Finances.

This is an exceptional opportunity for a survey research / call center professional with a successful track record. The Production Manager will be an integral part of a results driven team of experts in our Telephone Survey and Support Operations Department (TSSO). NORC and its TSSO organization have a rich history of providing leadership in the development of survey research methods. We are looking for a highly motivated individual to join our team. At NORC, TSSO is responsible for surveys involving multimode approaches to data collection that include—but are not limited to—phone, web, and mail efforts, as well as data processing. NORC’s three call centers employ more than 900 professional and intermittent staff.

DEPARTMENT: TSSO

TSSO is primarily responsible for screening and interviewing respondents over the telephone, but we also prompt respondents by telephone, locate respondents, code and enter data from survey responses, manage hard copy documents, and mail survey materials.

TSSO staff are vital to our nationwide survey research operation. Interviewers talk to people from every conceivable walk of life to obtain information on issues such as health care, employment, and education. The work we do at NORC has lasting social significance, and the data we gather helps legislators and others involved in setting policy make informed decisions for the welfare of all Americans in an increasingly complex society.

RESPONSIBILITIES:

  • Manage survey research projects in a fast-paced environment including scheduling the project's workflow, monitoring the project budget, overseeing questionnaire and materials design, planning and executing data collection and delivery, and reporting on costs and progress

  • Organize, manage, and coach a group of junior managers and supervisors on a daily basis

  • Develop and maintain a high level of professional expertise in one or more of our production areas that include RDD (Landline and Cell), longitudinal, business, mail and web surveys

  • Lead team members by example in best practice protocols in one or more of the following functional areas: floor operations, employment and accountability, knowledge management, or quality

  • Analyze paradata and make decisions based on production, financial and questionnaire data sources

  • Develop proposal costs and manage budgets

  • Work effectively and possess strong interpersonal skills

REQUIRED SKILLS:

  • Experience in the survey research or call center environment

  • Ability to balance client needs, operational realities, and staff morale in an effective way

  • Knowledge of (or willingness to learn) the latest research methods and eager to learn and apply new knowledge to NORC’s rich methodological history

  • Exceptional interpersonal and team building skills

  • Detail-oriented problem solver, with strong analytical thinking skills

  • High school diploma or equivalent; Bachelor's in field of social science strongly preferred, plus at least 2 years’ experience in positions of increasing supervisory responsibility, ideally in production activities

  • Good oral and written communication skills

  • Successful track record and desire to work in a team, as well as experience coordinating work among teams

  • Knowledge of computer software e.g., MS Office, Timekeeping, CATI, CADE, Case Management and Call Scheduling packages

  • Successful track record and desire to work in a team, as well as experience coordinating work among teams

  • Experience with estimating project and proposal costs is a plus

ABOUT NORC:

As one of the world’s foremost independent research institutions, NORC at the University of Chicago delivers objective data and meaningful analysis to help decision-makers and leading organizations make informed choices and identify new opportunities. Since 1941, NORC has applied sophisticated methods and tools, innovative and cost-effective solutions, and the highest standards of scientific integrity and quality to conduct and advance research on critical issues. Today, NORC expands on this tradition by partnering with government, commercial, and nonprofit clients to create deep insight across a broad range of topics and to disseminate useful knowledge throughout society.

A TRADITION OF EXCELLENCE:

As one of the oldest not-for-profit, academic research organizations in the United States, and through its affiliation with the University of Chicago, NORC maintains the highest standard of professional excellence and scientific rigor, and is committed to broad dissemination of its findings.

A PASSION FOR INNOVATION:

NORC’s subject matter experts and survey professionals develop and employ innovative study designs, research methods, and technical applications to derive meaningful and accurate results.

A COMMITMENT TO COLLEGIALITY:

NORC cultivates an interdisciplinary culture of achievement in which senior investigators from diverse fields and professional backgrounds collaborate with the next generation of researchers in an open, collegial environment.

EEO STATEMENT:

NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.

Advertised: January 11, 2019Central Standard TimeApplications close: