National Data Center - Incoming Telephone Call Manager

Incoming Telephone Call Manager Job Description

As a National Association of State Departments of Agriculture (NASDA) Incoming Telephone Call (ITC) Enumerator Manager for the National Data Collection Center, you will be responsible for leading human resources functions and incoming call management for a team of coaches and enumerators. If you are detailed oriented, enjoy working with technology and have experience in human resources and/or managing projects and teams, you may be the candidate who will succeed in this role.

NASDA and NASS are transforming the incoming call experience ensuring excellent custom service and efficiency in data collection. NASDA ITC enumerators play a crucial role in answering producer questions and collecting data that our farmers, ranchers, and rural communities depend on.

ABOUT NASDA

The National Association of State Departments of Agriculture is a nonpartisan, nonprofit association representing the elected and appointed commissioners, secretaries, and directors of the state departments of agriculture. NASDA enhances American food and agriculture communities through policy, partnerships, and public engagement.

We recognize that to achieve our goals, we need teams who are as passionate about agriculture as we are. We strive to create a positive work environment that our employees can be proud of and where they can build their careers.

NASDA employees earn competitive pay and enjoy an excellent work culture at an organization with an incredible mission.

ABOUT THE POSITION

The National Data Collection Center Incoming Telephone Manager reports to the Associate Director and leads a team consisting of up to 2 coaches and approximately 25 enumerators.

The essential functions of the position include but are not limited to:

Manage Human Resources (50%)

• Manage bi-weekly payrolls, ensuring accuracy and timeliness


• Recruit and onboard enumerators cross trained for both outgoing and incoming calls


• Manage employee files so they are current and contain required information


• Manage evaluation, promotion and award programs


• Ensure enumerator and coach success through training, feedback and, when needed, termination


• Facilitate reporting on injuries and insurance claims as needed

Survey Coordination (30%)

• Allocate ITC resources to compliment national survey work


• Actively manage staffing levels based on ITC demands while complimenting outgoing calling


• Monitor calls with assistance from the coaches to ensure NDC standards are met


• Participate in enumerator training via MS Teams, e-mail, and phone

General Duties (20%)

• Provide feedback to the Associate Director for increased efficiency with systems used for incoming and outing data collection


• Work with members of the National Data Center leadership team including Trainers and Coaches to support a positive enumerator experience


• Perform other duties covered by NASDA-NASS Cooperative Agreement

QUALIFICATIONS

• Minimum of 3 years' experience in phone data collection, human resources and/or agriculture or relevant areas required. Supervisory experience preferred.


• Demonstrated ability in managing projects including staffing and communications.


• Proficient technology experience working with applications including but not limited to online survey tools, employment hiring platforms like iHIRE, payroll applications like iSolved, Microsoft Office and/or Google Workspace and online meeting systems such as MS Teams.


• Exceptional critical thinking skills. Ability to exercise sound judgment and resolve problems.


• Superior leadership, interpersonal, and relationship-building skills


• Exceptional verbal and written communication skills. Strong presentation skills


• Demonstrated ability to work well in a fast-paced and deadline-oriented work environment.


• Willing to learn new duties and technology-related skills as required.

Consideration will be given to candidates who explicitly address how their experience meets qualifications in their cover letter and resume. Applications without a cover letter and/or resume will not be considered.

Applications considered until 8/15/26.

SALARY RANGE- Hourly rate from $23.50 - $32.00 based on relevant experience and skill level.

WORK SCHEDULE

This is a Part-time, non-exempt position working approximately 20-30 hours per week not to exceed 375 hours per quarter.

The position is remote. Candidates may reside anywhere in the continental United States.

Benefits:

• Performance bonuses


• Career development


• Flexibility


• Ability to work remotely

We understand your time is valuable, so we have a rapid and easy application process. Please complete our initial 3-minute mobile-friendly application, attached cover letter, and resume. We look forward to meeting you!

NASDA does not discriminate in employment practices or programs on the basis of race, color, national origin, religion, sex, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity.