Telephone Supervisor

at  Acuity Research and practice

COMPANY OVERVIEW

Acuity is a leading market research provider in the social housing sector, running over 250 surveys and interviewing around 200,000 residents each year. We build long-term relationships with our clients, delivering research, analysis and insight, that enables them to improve their services and provide the best possible service to their residents.

LOCATION

• In the main this role is remote, but looking for applicants based in the South West who can meet up with the Supervisory Team when required.

WHO WE ARE LOOKING FOR

• Market research and supervisory experience is essential. We are looking for applicants with excellent interpersonal and communication skills with a sound I.T basis who are capable of monitoring the key aspects of Interviewer performance and coaching individuals. Acuity will provide full training and support on its systems.

DESIRABLE KNOWLEDGE

• Experience in market research telephone interviewing
• Experience using Microsoft systems, Wurkforce or Forsta platforms
• GCSE English and Maths
• Previous experience in market research in the social housing sector, or in a customer service role (essential)

SKILLS AND ABILITIES

• Good communication & people skills
• Fluent in written and oral English essential
• Attention to detail
• Ability to handle confidential and sensitive information
• Good computer and typing skills
• Self-motivated, with ability to organise and plan own work
• Ability to work within deadlines.
• Ability to input data accurately and maintain office data systems
• Ability to use own initiative when appropriate and refer to manager when in doubt

• Monitor, support and provide guidance to Telephone Interviewers. Assisting new and more experienced interviewers with queries as and when they arise and being on hand to resolve problems and assist with any technical issues.
• Assist the CATI Team in monitoring performance of Telephone Interviewers either through live monitoring, conducting regular call monitoring of surveys or via our telephone interview platforms ensuring strong performance levels through your feedback, coaching and follow up actions
• Covering interviewer shifts, providing advice and support to Interviewers, answering queries, ensuring all interviewers have access to the correct projects and approving shifts
• Setting up and providing briefing notes/survey details as and where required.
  The Supervisor role will be employed, working 24 hours per week (hours are fixed as shown below):