Full-time Positions

• Call Center Manager
• Project Manager, Research Services

Part-time Positions

• Call Center Interviewer
• Customer Service Assistant

Internship Position

• There are no internship positions available at this time

Call Center Manager

Job Summary

The Call Center Manager leads and directs all activity within the Call Center to ensure professional, efficient completion of all fieldwork and data collection for Campos Inc projects. The primary emphasis of the job is staffing, training and supervision of Call Center personnel to ensure a sufficient number of qualified, high-performing individuals are available to execute field projects according to projected budgets and profit margins.

Responsibilities include the staffing and management of 15-20 part-time employees in an outbound Call Center. To achieve and maintain staffing goals, the incumbent will recruit, select, train, supervise and evaluate employees. They are also responsible for creating and managing work schedules; administering employment record-keeping and tracking; approving payroll input.

The Call Center Manager is a creative force wherein they are relied upon for introducing innovations in staffing, training and completion of fieldwork that enhance the efficiency, productivity and creativity of the Call Center. They work directly with the Field management team by providing support in whatever capacity is needed – client interaction, project support, brainstorming sessions, etc.

Desired Job Outcome

Call Center is adequately staffed; project quality requirements have been met and verified; projects are completed as specified and are profitable. Recruited respondents meet screening criteria and participation goals are met.

Field clients are satisfied with results and Campos Inc receives repeat business and improved ratings in the Impulse Survey directory.

Every research project is professionally executed and meets/exceeds client expectations within time, budget, quality, and technical constraints.

Job Duties

• Project Staffing and Employee Development

  • Call Center Staffing and Supervision – to include training and on-going development. Is able to anticipate need and thus meet minimum staffing goals for successful respondent recruitment and data collection within the Call Center.
  • Effectively plans and executes hiring and training efforts
  • Trains, supervises, disciplines, and terminates employees as required
  • Schedules staff to meet the weekly work load
  • Monitors individual performance and creates tools to enhance employee development
  • Identifies candidates with potential for development of supervisor and/or client service skills
  • Develops skills and provides growth opportunities for those who show initiative and/or exhibit leadership
  • Builds and maintains partnerships with area agencies, schools and other organizations for staffing resources
  • Works with research project managers to determine project schedules. Estimates the time needed to complete a project. Prioritizes multiple project tasks to ensure that all projects are completed on schedule.
  • Determines a client’s field research requirements by meeting with project managers to review and discuss projects; conducts formal briefings with Call Center leaders and interviewers to convey project details and to ensure an understanding of requirements with regard to desired outcome.
  • Serves as primary contact for project managers during the course of projects; providing daily detailed progress updates, adjusting changed or updated project information.
  • Identifies potential problem areas early on, clearly communicates issues to project management team, contributes to troubleshooting sessions and offers solutions for resolution.
  • Works to generate ideas and to develop tools designed to promote team creativity, problem-solving and resourcefulness. Ultimately lessens the time required to complete field work.
  • Motivates Call Center Leaders and Interviewers to ensure productivity goals are achieved.
  • Quality control: Closely monitors project work to ensure adequate staffing and utmost quality; sets schedule for monitoring/editing/critiquing interviewers’ and leaders’ work
  • Supervises field projects as necessary:
  • Monitors interviewers to promote high-quality and skills development.
  • Obtains and controls sample and is resourceful in terms of identifying non-traditional sampling sources.
  • Validates collected data and confirms recruits.
  • Creates daily status reports and updates for project managers.

Job Duties

• Operational

  • Motivates employees to follow company policies and disciplines if necessary. Enforces Campos Inc policies and procedures.
  • Maintains files designed to appropriately review, approve and track schedules and attendance of Call Center staff.
  • Updates and maintains individual files to provide employee documentation re: federal/state labor laws, unemployment compensation, payroll, etc. as warranted.
  • Prepares company internal documentation as requested and carries out all other tasks deemed appropriate by the project team.
  • Maintains industry standards of ethics and confidentiality
  • Supports all Campos Inc initiatives including the promotion and growth of VO!CE of the Region through adequate staffing. Monitors effort and works to achieve recruitment goals of the VOR

Skills, Knowledge, Abilities

Education:  High school graduate minimum; some college preferred

Experience:   Six months - one year: Supervisory/managerial level work
One year (combined): Call Center leader, interviewer

Additional experience: Proficient use of office machines and Microsoft Office applications.

Attributes preferred:  Ability to deal with and influence others, ability to provide clear, concise instruction, ability to organize/direct/control/plan, effective written and verbal communicator, energetic team player, creative thinker, solution focused, able to manage ambiguous/conflicting priorities or information, arithmetic and numerical reasoning

On-the-job training: Interviewer Training, Project Supervisor Training

Job status and schedule:
Hourly:    40 hours per week
Schedule:   Flexible as needed; most often mid-day start; some weekends required

To apply:      Send cover letter and resume to employment@campos.com with "Call Center Manager" in the email subject line, or fax to 412.471.8497. Please indicate salary requirements in your cover letter.

Project Manager, Research Services

Job Summary

Participates in all phases of research projects such as set-up, data collection/recruitment, note taking, focus group logistics, and data preparation. Establishes relationships with vendors and collects information for bidding process. Provides support for data analysis, report production and proofing. Interacts directly with the client providing daily project updates.

Desired Job Outcome

• Research conducted at Campos Inc is consistently top quality; meets industry ethics standards; meets or exceeds client expectations; and demonstrates professionalism.
• Clients recommend Campos Inc to others and invite Campos Inc to become a partner to their business based on their experience. 
• Research Services operates profitably and meets internal revenue and gross margin goals.

Job Duties, Field and Fulfillment

The project manager performs some combination of the following tasks for each assigned project:

• Participates in initial project team meetings to design research
• Contacts vendors as necessary and gathers pricing based on research design
• Drafts project bid or cost estimate as needed
• Prepares and executes contract and advance invoice once project is approved by the client
• Supports all research functions:
• Secures and prepares lists for data collection/recruitment
• Reviews screeners and surveys prior to fielding for interviewer clarity, programmer instructions, etc.
• Ensures timely completion of CATI/web programming; assists as needed
• Thoroughly tests CATI/web programming for logic, quota tracking, and data integrity
• Manages the data collection/recruitment process including quality control, quota tracking, time and cost budget
• Prepares materials for focus group sessions
• Observes focus groups and takes notes for moderator; prepares summary of learning
• Prepares qualitative and quantitative data for reports
• Creates graphs and tables to support reporting process
• Proofreads final report
• Prepares final invoice and summarizes project costs for project lead

• Visits every project every day
• Develops the project update format and provides status updates to client and project lead and updates Campos Inc project status report daily; reports status during weekly meetings
• Identifies problems that may arise during data collection/recruitment and recommends corrective action as needed to project lead
• Manages timeline and costs to ensure that projects are completed profitably and within budget

Other functions include

• Assists Campos Inc team members on other research projects as needed
• Identifies and evaluates new vendors as appropriate
• Continuously seeks self development opportunities
• Participates in product and service evaluations for Campos Inc
• Supports Campos Inc initiatives including social media efforts
• Participates in networking functions to promote awareness of Campos Inc

Skills, Knowledge, Abilities

Education:   Bachelor degree required. Concentration in marketing research, sociology, or marketing preferred.

Skills:  Strong organizational/project management skills; must demonstrate clear and concise verbal and written communication skills; strong interpersonal skills; strong analytical and problem solving skills. Proficient in Microsoft Office. 

Experience:  Previous project and client management.

Additional experience: Knowledge of research methodologies. Previous experience with CATI/web survey software, tabulation software, and SPSS a plus.

To apply:      Send cover letter and resume to employment@campos.com with "Project Manager, Research Services" in the email subject line, or fax to 412.471.8497.

Please indicate salary requirements in your cover letter. No telecommuting. No relocation offered.

Call Center Interviewer

Job Summary

Call Center Interviewers are the voice of Campos Inc recruitment. The Call Center Interviewers are responsible for filling recruitment quotas with high quality respondents for every research study. The Call Center Interviewer’s ability to listen, build rapport, and evaluate the respondent’s appropriateness for a research study is essential. The Call Center Interviewer’s primary responsibilities are to:

• Obtain and record accurate, truthful information
• Provide qualified and articulate respondents for every research project

Desired Job Outcome

Professional, accurate Qualitative Research recruitment and Quantitative data collection services for all Campos Inc research

Job Duties

• Completely understand all processes pertaining to recruitment and properly use tools to collect, record, and track accurate data.
• Telephone potential respondents to screen for participation in Campos Inc research (e.g.  focus group/in-person discussion or for inclusion in a telephone survey).
• Follow screening and data collection criteria to productively administer market research surveys and to fill set quotas.
• Listen carefully to determine respondent credibility and assess the value of their inclusion in a given study.
• Accurately track contact results on paper and electronically.
• Achieve and maintain project recruitment goals set by project managers and supervisors.
• Conduct off-site intercept recruitment/interviews when necessary.
• Support all Campos Inc initiatives including the promotion and growth of VO!CE of the Region.

Skills, Knowledge, Abilities

Education:                   Current High School Student or Graduate (minimal)

Experience/Skills:       None required, but previous telephone experience is a plus. MS Word, Outlook, Excel

Additional exp:           None required.

Attributes preferred:  Ability to speak very clearly and to write legibly, quick thinker, active listener, persuasive, easy conversationalist, strong comprehension and communications skills, high energy, team player

On-the-job training:    Telephone Etiquette, Market Research Interviewing Processes and Procedures

Immediate openings to fill day and evening shifts as a Call Center Interviewer at our convenient downtown location. ABSOLUTELY NO SALES CALLS.

To Apply

Click this link http://www.campos.com/application.asp or copy and paste it into your browser to fill out our online application.

Customer Service Assistant

Job Summary

The Client Service Assistant is the face of the Campos Inc facility in that they become the point of contact for Campos Inc clients and facility visitors who seek information or assistance during their visit.

The CSA position is often demanding and fast-paced, requiring excellent time management and problem-solving skills. On a daily basis the CSA will interact with guests from varied backgrounds and walks of life, and therefore an amicable personality is a must for a successful CSA.

A CSA must be flexible and accommodating; they have to be knowledgeable about the facility and its amenities. A CSA must know what the facility can offer to our clients in any number of special circumstances and be able to make recommendations based on their needs.

The CSA’s primary responsibilities are to:

1. Professionally provide information and special services to enhance guests' visits
2. Graciously accommodate the needs of clients and facility guests

Desired Job Outcome

Create an experience that ensures clients and respondents will share positive word of mouth about Campos Inc with colleagues and friends, who in turn will bring repeat business and participation to Campos Inc.

Job Duties

• Greeting guests, welcoming them to our facility, and assisting them throughout their stay.
• Clearly communicating with facility guests to provide all of the information they need to make the most of their visit.
• Projecting professional, pleasant image - ALWAYS
• Preparing facility for session execution prior to guest arrival
• Being readily available to cater to guest needs
• Receiving guests as they arrive at the facility
• Directing guests to the appropriate areas
• Performing tasks invariably related to internal facility functions (i.e. Operate A/V equipment, food service, etc.)
• Acting as on-site liaison between project managers and research clients
• Working closely with project managers to provide clear, concise reports - during  and after study facilitation - and obtain broad exposure to the qualitative market research process
• Completing necessary paperwork
• Resetting facility after session completion
• Working as call center interviewer to supplement hours
• Supporting all Campos Inc initiatives including the promotion and growth of VO!CE of the Region.

Skills, Knowledge, Abilities

Education/Experience:       Some college and/or previous customer service experience necessary

Necessary Skills:       

• Strong verbal communication skills are essential.
• Amicable personality
• Strong interpersonal skills
• Effective problem solving capabilities
• Professional appearance
• Highly organized and detail oriented
• Active listener, persuasive
• MS Word, Excel, Access, Publisher, Outlook

Additional experience:      Prior experience in the hospitality field is a plus

Attributes preferred:      Easy conversationalist, quick thinker, high energy, team player

On-the-job training:           Hosting Etiquette, On-site Equipment Operation, Market Research Interviewing Processes and Procedures

To Apply

Click this link http://www.campos.com/application.asp or copy and paste it into your browser to fill out our online application.