Posted February 19, 2013

Survey Supervisor

Arbitron Inc  | Columbia, MD, US

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Arbitron Inc. (NYSE: ARB) is an international media and marketing research firm serving the media—radio, television, cable and out-of-home; the mobile industry as well as advertising agencies and advertisers around the world. Arbitron's businesses include: measuring network and local market radio audiences across the United States; surveying the retail, media and product patterns of U.S. consumers; providing mobile audience measurement and analytics in the United States, Europe, Asia and Australia, and developing application software used for analyzing media audience and marketing information data.
The Company has developed the Portable People Meter ™ (PPM™) and the PPM 360™, new technologies for media and marketing research.
Arbitron’s headquarters and its world-renowned research and engineering organizations are located in Columbia, Maryland.
We are looking for a Survey Supervisor, to join our Interviewing team located in the Global Calling Center located in Dallas, TX.
The Survey Supervisor is responsible for the evening/weekend oversight of Arbitron’s 100+ seat out-bound call center located in Dallas, TX. This is a high performing outbound center searching for a seasoned professional skilled at integrating production, performance and human factors into the day to day operation. Excellent communication skills, a strong sense of urgency, and a proactive approach to problem solving are a must. Incumbent must also have well developed interpersonal skills and a demonstrated ability to successfully motivate, strengthen and inspire a team to meet goals with tight timelines. Successful candidate must be a champion for change and actively implement and promote process improvements.
Responsibilities:
• Maintain high respondent participation in Arbitron’s Syndicated Radio services.
• Provide direct leadership to 200+ outbound interviewers.
• Manage to key metrics including: staffing, turnover, response rate, success rate, quality, productivity, and others.
• Ensure adherence to survey methodology, production schedules, and center procedures.
• Execute daily operating plan for the Center, to include: productivity measures and monitoring procedures, tactics and goals, supervision, employee development and training, work-problem identification and resolution, and personnel strategies.
• Ensure that calling is allocated to obtain the best performance possible and that calling remains on schedules at all times.
• Drive and create processes that deliver improved performance.
• Analyze call center and individual performance reports and utilizing data to enhance performance.
• Evaluate current processes to provide information and recommendations to maximize the center’s performance.
• Develop and maintain high performance teams.
• Implement motivational programs.
• Coach, counsel and develop Research Associate staff.
• Monitor and understand day to day use of CATI tools.
• Handle escalated calls/situations promptly and appropriately.
• Collaborate with other Call Center Management to ensure consistency in understanding training, and execution of Arbitron’s survey methodology.
• Other duties as assigned.

Requirements:
• Bachelor degree required.
• Strong written and verbal communication skills.
• 5+ years of call center experience with between 5 and 7 years in progressively more senior leadership roles.
• Experience in multiple-site outbound calling operations in medium to large calling centers (75 – 100 seats minimum).
• Demonstrated success in motivating a team.
• Must be familiar with a wide variety of call center technologies; including CATI and predictive dialers (prefer outbound skill set).
• Conversant in data collection and research methodologies.
• Intermediate technical and analytical aptitude with proficiency in Microsoft Office applications.
• Creative problem solving skills and a high level attention to detail.
• Spanish/English bilingual skills a plus.
• Ability to multi-task and quickly adapt to changing priorities.
• Due to the nature of the production environment, the candidate must be willing to work a non-standard schedule, which includes days, evenings, and weekends.

We believe a company is only as good as its people. Our mission is to create a diverse workplace where each individual is valued and respected.
We offer a comprehensive employment package, including competitive compensation, excellent health care plans, 401K matching, tuition assistance, stock purchase, skill development, flexible work environment and more.
Immigration Sponsorship will not be available for this position.
Send your resume to: opsjobs@arbitron.com or Fax: 410-312-8607 Arbitron Inc., Attn: OE Recruiter, 9705 Patuxent Woods Drive, Columbia, MD. 21046

Visit us at www.arbitron.com!!
Equal Opportunity Employer
M/F/D/V

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