Position Description:

Mathematica applies expertise at the intersection of data, methods, policy, and practice to improve well-being around the world. We collaborate closely with public-and private-sector partners to translate big questions into deep insights that improve programs, refine strategies, and enhance understanding using data science and analytics. Our work yields actionable information to guide decisions in wide-ranging policy areas, from health, education, early childhood, and family support to nutrition, employment, disability, and international development.

We are currently hiring Part-Time Remote Supervisors for our Survey Operations Center (SOC) who will proactively support day-to-day business operations and workflow of projects. Under the direction of the Survey Operations Center Management Team, this position will oversee on-call staff and continually support agent needs by ensuring that staff understand and meet expectations. We have both daytime and evening/weekend shifts available.

Job Responsibilities:

• Maintain a current understanding of operational procedures to ensure SOC policies are adhered to
• Provide ongoing support to staff through coaching and training, being available to answer questions they may have or addressing their concerns
• Monitoring productivity levels and phone interviewer efficiency
• Evaluating staff performance and providing feedback when necessary to ensure adequacy in meeting project objectives
• Immediately identifying and responding to project-specific issues, as well as helping to resolve employee related issues
• Supporting project management by reviewing project production and quality reports and dashboards, and assisting with the completion of project performance forms
• Auditing employee’s system time
• Monitoring phone-queues; Answering inbound calls and conducting interviews with respondents as needed
• Creating and managing team schedules; Assist with the daily distribution of project assignments and tasks
• Work closely with other project supervisors to promote an encouraging and positive team environment
• Must be able to assess department needs and prioritize tasks accordingly

Position Requirements:

• 1-3 years supervisory experience in a call center or team environment
• Excellent interpersonal skills; strong oral and written communication skills
• Ability to communicate effectively and professionally with staff at all levels
• Strong work ethic and a commitment to reliability and high-quality productivity
• Organized, detail-oriented, and self-motivated
• Strong computer skills, including proficiency with navigating multiple computer applications
• Bilingual in Spanish a plus
• Must be able to work a minimum of 20 hours per week; Some flexibility of hours is required depending on project needs
• Willingness to undergo a security clearance as required

All Mathematica staff must be in accordance with Executive Order 14042 and its implementing guidelines. These include, among others, providing proof of COVID-19 vaccination and wearing face coverings and other personal protective equipment as required.

This position offers an hourly rate starting at $20 with a potential for benefits and paid time off.