Date:	December 1, 2013
Reports to (Job Title):	Senior Manager
Jobs Reporting (Job Titles):	None
Location:	Main Campus
Grade:	USG 8 35 hr/wk

Primary Purpose

The Project Manager is accountable to the SRC Senior Manager for the successful implementation of all assigned web, telephone, mail, and face-to-face surveys in terms of carrying out the day-to-day project responsibilities, and fostering and maintaining client relationships. Responsibilities also include managing the SRC call centre. This position is dependent on project funding.

Key Accountabilities:

1. Project Management, including but not limited to the following

Managing time on multiple projects as assigned
Project planning, liaising with call centre staff and programmers, and ensuring all tasks for research contracts are identified and assigned.
Provide sampling frame design, protocols, disposition codes, and dataset format in consultation with client.
Oversee telephone, web, mail out, and face-to-face surveys as required, including but not limited to overseeing daily completion reports, reporting regularly to clients during conduct of contract, reviewing sample problems and study documentation, and writing field and technical reports, and providing clients with final study deliverables.
Responsible for meeting financial targets of projects.

2. Call Centre Management, including but not limited to the following

Hiring and payment of call centre interviewer and supervisor staff (20 – 80 casual staff).
Maintain web-based interviewer scheduling software
Maintain, monitor and trouble shoot computer systems to ensure operation of the telephone call centre. This may include liaising with MFCF and IST staff to resolve problems.
Develop and conduct survey specific training
Set-up of all telephone studies, including but not limited to setting questionnaire specifications, ordering and loading sample, monitoring daily calling schedules and call volumes.
Work with SRC manager to update operations manual as needed.

3. Supervision and Evaluation of Call Centre Staff, including but not limited to the following

Conducting formal evaluations of supervisors
Overseeing teams and other motivational support as needed

4. General Accountabilities, including but not limited to:

Participation in weekly SRC staff meetings and Call Centre interviewer supervisor meetings
Task assignment to Project Support and Administration position as appropriate.

Position Requirements

Education:

Bachelor’s Degree in health science, social science, statistics or computer science, or equivalent skills and experience.

Experience:

Knowledge of survey research and methodology
Experience in project management
Experience with supervision of staff
Experience with web survey implementation an asset
Strong organizational and research skills, including the ability to think critically and analytically
Experience/familiarity with the running of a telephone call centre or similar enterprise, including training and supervision, would be an asset

Technical:

Intermediate skills with maintaining and troubleshooting computer hardware and software essential
Intermediate skills with Microsoft Word and Excel, When-to-Work scheduling software, and Voxco CATI and CAWI software
Knowledge of statistical analysis programs such as SPSS or SAS, or database programs such as Microsoft Access an asset

Technical:

MS Word	Excel	PowerPoint	Other
Intermediate	Intermediate	Intermediate	SPSS or SAS, or database Programs such as Microsoft Access and asset.

Nature and Scope

Interpersonal Skills:

Internal contacts

Work with the following groups to obtain, clarify, and discuss information

Directors and Associate Director
Senior Manager
SRC Project support and Administration
SRC Web Administration and Technical Support
Data programmers from Propel Centre for Population Health Impact
MFCF and IST computer support staff
Human Resources (payroll for casual interviewing staff)
Office of Research Ethics

To deal with, influence or motivate call centre telephone interviewers and supervisors

External contacts

The incumbent will deal with, influence, motivate customers both inside and outside the University community; maintain professional and positive relationships.

Present, discuss information and problems with Voxco software support staff.

Level of Responsibility:

The job has defined specialized or routine tasks and has direct supervision of others.
The job includes responsibility for oversight of casual or temporary staf

Decision-Making Authority:

Makes decisions on timelines and staffing resources to meet stated objectives
Independent hiring decisions with regard to telephone interviewing staff

Physical and Sensory Demands:

Minimal demands typical of an administrative position within an office environment

Working Environment:

Travel: Occasional travel may be required.

Working Hours: Regular working hours, some evening/weekend work required.

Risks – physical and psychological:

Physical risks

No significant risks

Psychological risks

Minimal exposure to disagreeable conditions typical of a supervisory position

Some stress caused by deadline pressures as projects go into fieldwork phase