Survey Supervisor

Arbitron Inc. is a media and marketing research firm serving radio broadcasters, cable companies, advertisers, advertising agencies and outdoor advertising companies. Arbitron’s core businesses are measuring network and local market radio audiences across the United States; surveying the retail, media and product patterns of local market consumers; and providing application software used for analyzing media audience and marketing information data. The Company has developed the Portable People Meter, a new technology for media and marketing research.

Through its Scarborough Research joint venture with The Nielsen Company, Arbitron also provides media and marketing research services to the broadcast television, newspaper and online industries.

We are looking for a Survey Supervisor, to join our Columbia Calling Center team in our Columbia facility.

The Survey Supervisor is responsible for maintaining high respondent participation rates in the interviewing call center for Arbitron’s Syndicated Radio diary service.

Primary Responsibilities Include:Assist in providing work direction of up to 100 market research interviewing associates Implementing motivational programs to ensure consistently high levels of performance Ensuring adherence to Arbitron survey methodology and Center procedures Providing ongoing performance-related feedback. Driving floor performance by integrating production performance and human factors into the day-to-day activities of an outbound phone center’s operation Day-to-day supervision of Interviewers, including performance coaching, annual reviews, call monitoring, disciplinary actions, and quality monitoring Analyzing call center and individual performance reports and utilizing data to enhance performance Handling escalated calls/situations promptly and appropriately Working with Call Center Management, Trainers, and fellow Supervisors to ensure consistency in understanding, training, and execution of Arbitron’s survey methodology Other duties and projects within the Call Center as assigned

Skills/Experience Requirements:

Bachelor’s degree (Masters degree in Market Research or related field a plus) Three to five years of progressively responsible supervisory experience in an automated phone center including the presentation of training programs Experience in market research and/or results oriented telemarketing environment is preferred Ability to multi-task and quickly adapt to changing priorities Experience utilizing a Computer Assisted Telephone Interviewing (CATI) System with a predictive dialer on digital UNIX and SCO UNIX for EIS Gateway platforms Proficiency in MS Office (Word, Excel, Access, and PowerPoint) required - additional technical aptitude is a plus Development and presentation of a wide variety of training programs and jobs aids to Telephone Interviewers May also participate in the Interviewer screening and hiring process Highly organized, detail-oriented, have strong interpersonal skills, possess problem solving / analytical ability, and demonstrated ability to encourage, coach and motivate others The ability to multi-task in a past-paced environment is essential Bilingual Spanish / English a plus 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 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