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Research and Survey

Vice-President of Telephone Surveys and Support Operations

Apply now Job no: 495604 Work type: Regular Full-Time Location: Chicago – 55 East Monroe Street, IL Capability Area: Call Center Management

JOB DESCRIPTION:

NORC at the University of Chicago is seeking a Vice-President of Telephone Surveys and Support Operations. This is a tremendous opportunity to join the leadership team of a nationally renowned non-partisan research institute that informs decision- and policymakers around the world, and to lead a highly successful and critical business unit to new heights of achievement and excellence. This high-profile position requires an individual with proven leadership skills, vision, and extensive management experience in a relevant industry. Successful candidates will have a strong record of directing large multi-disciplinary teams and managing multiple projects with competing timelines and resource demands. The VP will also possess strong communication skills, and be well-versed in the U.S. communications industry and the Telecommunications Consumer Protection Act (TCPA).

The Telephone Surveys and Support Operations division of NORC is responsible for all data collection via phone, web and mail, including handling of all inbound calls, emails and mail.  It has over 500 seats across three contact centers located in Chicago IL, Albuquerque NM, and Wichita KS, as well as a fully equipped mail center in Chicago.  

DEPARTMENT: Telephone Surveys and Support Operations.

TSSO staff are vital to our nationwide survey research operation. Interviewers talk to people from all walks 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.

Our TSSO Centers are state-of-the-art telephone survey centers located in Chicago, IL, Albuquerque, NM and Wichita, KS. Each Center features call stations equipped for computer-assisted telephone interviewing (CATI).

RESPONSIBILITIES:
  • Oversee, manage, and lead all aspects of the business unit including finance and operations, staff management and development, strategic partnerships, and business development
  • Determine short- and long-term vision and strategies; effectively communicate direction to staff of all levels, providing guidance to successfully meet objectives
  • Construct and implement meaningful metrics and evaluations to determine the department’s successful alignment to NORC’s overall strategic goals
  • Oversee the successful completion of all projects through a team of experienced project managers
  • Contribute to methodological and operational decisions for data collection, strategically balancing efficiency and quality goals. Approach obstacles, particularly those outside your direct control, by being proactive and innovative
  • Track legislative, technological, and societal changes and trends in voice and text communications; actively strategize to mitigate adverse impacts of robo-calling and robo-call blockers.  Ensure all work is done in accordance with the Telephone Consumer Protection Act (TCPA) 
  • Partner with research departments in support of business development, contributing on operational and budget aspects relating to data collection
  • Develop a strategic plan to build a business development pipeline for call center work that leverages NORC infrastructure and capabilities 
  • Manage vendors and partners in support of the operations. 
REQUIRED SKILLS:
  • Bachelor Degree in a related field required, advanced degree preferred
  • Minimum 10 years of directly applicable work experience in a significant management role; familiarity with nonprofit organizations, research organizations, and/or government agencies preferred, and call centers
  • Business acumen and leadership experience appropriate to lead a large, strategic business unit; expertise in managing a large inbound operation, preferably in support of government work 
  • Expertise in managing large–scale, complex projects, or other similar accomplishments. Knowledge of call center operation 
  • Strong analytic capabilities, including the ability to communicate data-based conclusions to a wide range of audiences 
  • Outstanding collaborative workstyle
  • Proven competency in advanced problem-solving techniques,
  • Strategic thinker who can simultaneously direct multiple critical projects and strategic initiatives
  • Familiarity with the technologies used in the communications industry, and knowledge of the legislative requirements around dialing and texting
  • The successful candidate will be based in a NORC location (Chicago preferred), and will travel to our other offices.
WHAT WE DO:

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

WHO WE ARE:

For over 75 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

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.

 

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