Call Center Shift Manager

How to Apply

All applicants must submit a cover letter addressing qualifications for the position. In order for the Career Portal system to accept a cover letter, please include a cover letter as a page of your resume document. The cover letter should specifically address your interest in the position and outline skills and experience that directly relate to this position.

Job Summary

We are looking for a Call Center Shift Manager to join the Data Collection Operations Survey Services Lab (SSL) at the Institute for Social Research (ISR), Survey Research Center (SRC), Survey Research Operations (SRO). The SSL is located on the Ann Arbor campus of the University of Michigan.  The SSL collects and processes high-quality social science survey data.

Shift Managers in the SSL support data collection staff responsible for meeting project production and cost goals on complex surveys using computer-assisted data collection technologies to conduct interviews by telephone.  The SSL provides telephone support to study respondents who call in with questions or need assistance.  In addition, the SSL implements mail survey operations, coding, and quality control functions for survey projects.  There are between 60 and 130 active telephone interviewers (temporary employees) depending on workload and approximately 15 regular staff members working in the SSL. The SSL is open seven days a week, until midnight most nights.  This position will be required to work a Sunday - Thursday schedule covering the evening shifts, approximately 2pm-10pm daily.

More information about our organization can be found here: https://src.isr.umich.edu/

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and any eligible family members, and to plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting upon meeting eligibility requirements
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses.

Responsibilities*

Provide functional supervision to shifts of up to 65 contingent staff members completing surveys and other instruments in a primarily outbound call center environment; evening and weekend shifts are required. Ensure protocols are consistently followed by staff through review and monitoring of work products; implement quality control procedures; participate in problem identification and resolution during data collection and processing periods. Coordinate with project leads to schedule interviewer assignments.

Evaluate and coordinate workflow/activities across all projects in the Survey Services Lab (SSL) to achieve expected operational goals using a variety of proprietary and commercial software. Monitor calls/activities of contingent staff as necessary to ensure that performance and productivity standards are being met. Reviews and approves timesheets.

May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's studies and operations.

Develop and implement contingent staff recruitment strategies; recruit, screen, hire, and train data collection staff; develop training plans and materials; implement general training programs.

Required Qualifications*

• Bachelor's degree with one or more years of management/supervisory experience or equivalent combination of education and experience.
• Must exhibit strong leadership skills and possess a professional and positive image when interacting with others.  
• Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and have demonstrated ability to interact with a diverse population and effectively manage and lead staff.
• Must be able to work effectively with a team, handling multiple responsibilities and priorities in a fast-paced environment and under tight deadlines. 
• Demonstrated flexible and creative problem-solving skills and critical thinking.
• Experience training, evaluating, and effectively providing coaching/feedback to employees.
• Demonstrated ability to compose instructions, memorandum and training materials.
• Excellent organizational skills and demonstrated competence in MS Office software and Google Workplace.
• Sunday - Thursday evening (approximately 2pm-10pm) shifts on-site (Ann Arbor office) are required for this position. 

Desired Qualifications*

• Experience working in a call center environment
• Experience scheduling appointments and/or staffing
• Experience utilizing call center software, such as Amazon AWS Connect or Cisco
• Experience utilizing Workforce Management software such as UKG Ready or PeopleSoft
• Experience with computer assisted interviewing (CAI) software and experience using and developing technical systems designed to collect and organize data

Work Schedule

The schedule must support shift management needs of a seven-day-per-week operations environment.  Some evening shifts and at least one weekend shift is required.

Work Locations

This position requires being on-site at the University of Michigan offices in Ann Arbor. 

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

The Institute for Social Research (ISR) at the University of Michigan seeks to create a community of respect and authentic collaboration by recruiting and retaining individuals that represent a variety of voices as a reflection of our commitment to serve the people of Michigan, to maintain the excellence of the university, and to ground our research in varied disciplines, perspectives, and ways of knowing and learning.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of fourteen calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.