CATI Team Lead I – Bilingual

Job Summary

Decision Information Resources, Inc. is seeking a motivated, detail-oriented and experienced individual to work as a bilingual (English/Spanish) Team Lead in our Houston call center. DIR is a research organization that, on behalf of federal, state and foundation clients, conducts surveys with a diverse range of respondents using a variety of modes, including computer-assisted telephone interviewing (CATI). As a CATI Team Lead you will be responsible for supporting CATI research projects, interviewer productivity, and CATI management.

Responsibilities

Day-to-day responsibilities will include, but are not limited to:

Supporting CATI Research Projects

• Serving as the CATI point of contact on survey research project teams
• Testing programmed CATI surveys in English and Spanish
• Providing assistance translating CATI survey documents into Spanish
• Administering surveys in English and Spanish as needed to meet project goals

Supporting Interviewer Productivity

• Training and certifying bilingual interviewers on survey research projects
• Improving interviewer productivity through:
  • Monitoring and reporting on interviewer performance metrics
  • Providing feedback to interviewers on performance metrics
  • Identifying re-training needs and developing supporting instructional materials
• Troubleshooting minor technical and data collection issues

Supporting CATI Management

• Coordinating team building events and staff recognition programs
• Supporting staff adherence to project protocols and company policies/procedures
  • Communicating changes in protocols and policies to interviewers in a timely and efficient manner
  • Preparing preliminary write-ups of policy and procedure violations
• Performing other administrative duties as assigned by CATI Manager/Supervisor

Requirements

Successful candidates must meet the following requirements:

• College degree or equivalent work experience
• 1 – 3 years of experience as a Team Lead or Supervisor in a call center environment
• Availability to work shift hours – including evenings and weekends
• Evidence of identity and authorization to work in the United States (I-9 documentation)
• Ability to pass a background check

Work Competencies

Successful candidates should have the ability to:

• Read and communicate effectively in both English and Spanish
• Interact sensitively, effectively, and professionally with individuals from diverse cultural, socioeconomic, and educational backgrounds
• Multi-task with a strong attention to detail/accuracy
• Think critically and solve problems
• Use Microsoft Office with proficiency
• Motivate and gain cooperation of team members to achieve goals
• Collaborate effectively with staff at all levels of the organization in a professional manner

For immediate consideration, please apply to (hr@dir-online.com).

• Resume
• Completed Application (Employment Application)

DIR IS AN EQUAL OPPORTUNITY EMPLOYER.

Contact us at the DIR office nearest to you or submit a business inquiry online.

CATI Team Lead I – Bilingual

Information Systems Analyst

Qualitative Interviewer/Recruiter (Ethnographer)

• DIR Welcomes Dr. Joy Kang as Director of Data Management September, 2021
• DIR partners with AIR to conduct the Birth through Eight Strategy for Tulsa (BEST) Evaluation June, 2021
• Dr. Sylvia R. Epps selected as a Culturally Responsive Evaluation and Assessment (CREA) Affiliate Researcher April, 2021