Position Overview:

The Call Center Data Manager manages all aspects of the call center to ensure accurate data is made available to internal and external customers in a timely manner. This includes building and maintaining survey projects, performing necessary software system fixes, and having oversight of survey case assignment and data quality checks.

Essential Duties and Responsibilities:

The Call Center Data Manager:

• Has oversight of the importation of data from source systems like Evolv or GuideTree

• Has oversight of the maintenance and data storage of all CATI (telephone) and CAWI (web) survey projects within Voxco

• Ensures the functionality of all survey projects by applying necessary updates and fixes within Voxco Command Center, Voxco Design, Voxco Panel Management, Voxco Interviewer interface, and Ascribe

• Maintains the security of client information while it is in the data collection software

• Maintains accurate and up-to-date client information within Voxco, including respondent contact information stored as panelists within Voxco’s Panel Management and within survey response data stored in survey
  project databases

• Establishes, implements, and monitors data quality checks to include both proactive checks of active cases to find and address or prevent data challenges and routine validation of data after the survey collection window closes

• Ensures that all collections processes are updated and aligned with customer needs

• Ensures that data is provided to customers in a timely manner through Excel/CSV extractions that have been vetted or through automatic exportation (such as SQL, Snowflake, etc.)

• Manages Quality Assurance Specialists who perform the daily and weekly tasks of assigning surveys and cleaning data

• Works with staff to maintain updated processes that are aligned with current policy and state requirements and meet the unique needs of customers of the data

• Provides oversight, support and implementation of new data collection efforts, including implementation of new survey projects within Voxco and Voxco Online as well as new features made available in new and existing software

• Provides support to both management and team when questions arise or troubleshooting is required

• Provides technical consultation regarding new project design

• Manages the maintenance of data within relevant systems in accordance with a data retention policy that accommodates the needs of customers and is aligned with best practices

• Comprehends data presented in a variety of formats as well as interprets findings and notices anomalies within datasets when necessary

• Performs other duties as assigned

Qualifications:

• Master’s degree in a social science, research, or business-related field (preferred)

• Bachelor’s degree in a social science, research, or business-related field AND three years of relevant experience (required)

• Experience with data collection is required with survey data collection (preferred)

• Experience using an electronic medical records database (preferred)

• Knowledge of systems such as GuideTree (Liferay), Evolv (Netsmart EMR), SkYView (Tableau), and Snowflake (preferred)

• Experience in a setting that utilizes an electronic medical record (preferred)

• Experience with implementation of CATI software (plus)

• Knowledge of SQL (plus)

• Proficiency with Microsoft Office products (including advanced knowledge of Excel)

• Strong organizational skills and attention to detail

• Excellent written, verbal, and oral skills

• Ability to manage multiple priorities simultaneously

• Ability to maintain a flexible schedule