Sr. Outbound Panel Relations Manager (Remote in US)

Company Description

R25_0003209

#LI-Remote

Launched as a joint venture in 2019, MRI-Simmons is co-owned by GfK and SymphonyAI Group, with GfK as the majority partner.  In 2023, NIQ combined with GfK, bringing together the two industry leaders with truly global reach and operations in 100+ markets, covering more than 90% of the world's population.

Job Description

About this Job

The Sr. Outbound Panel Relations Manager position on the Panel Relations team at MRI-Simmons focuses on production and quality across all Outbound projects.

Outbound campaigns include survey Validations, Product Booklet Recovery, the Phone Survey and Direct Phone recruitment. This individual ensures all outbound campaigns are productive and of the highest quality. In addition, they manage the outbound vendor relationship, budget, Statement of Work, dialing protocols and the organization of materials for audit readiness.

Finally, they also partner internally with Research Methods, Training, Development and Help Desk teams in the creation and maintenance of Outbound scripting and job aids.

The mission of the Panel Relations team is to ensure that respondent-related activities and interactions are conducted in a professional manner, with clear and consistent messaging in accordance with established protocols, research methodologies and best practices.

Responsibilities:

Production Ownership

• Leads Outbound Production. Responsible for ensuring all agreed targets and timelines are met on time and of quality for all Outbound services. Outbound projects include but are not limited to: Product Booklet Recovery, Direct Recruitment, In-Person Validations and Phone Interviewing, including all related tasks. These services are subject to change based on business needs.
• Ensure that internal departmental and external vendor outbound work is documented and executed in an MRC audit-ready and compliant manner.
• Maintain proper documentation and partner with the Internal Audit team on providing requested support materials for annual audits.
• Investigate and partner with internal stakeholders as required to troubleshoot and promptly resolve any issue that should arise.

Vendor Management

• Statement Of Work Creation and Purchase Order facilitation
• Vendor Metric Management - establish KPI goals, monitor and recommend action items for feedback
• Assessment of Vendor Staffing needs

Budget Management

• Purchase Order and budget approval facilitation for all Outbound activities
• Invoice Reconciliation and approval for all Outbound activities

Process Ownership

• Owns Dialing protocols and other Outbound Procedures including:
  • Writing procedures
  • Coordinating stakeholder approval and feedback on procedures
  • Coordinating with Development resources to ensure protocols are feasible in systems
  • Monitoring that protocols are being followed
• Subject Matter Expert and main point of contact for Training Team to maintain appropriate training and support materials and programs for Outbound agents.
• Provide feedback on all Call Center CATI scripts and participate as needed in testing
• Owns the organization and maintenance of all documentation related to Outbound activities.

Project Management

• Set project timelines for Outbound phone operations. Communicate expectations and facilitate with internal stakeholders and external vendors to meet project milestones.
• Maintenance of Project Schedule for Vendor Outbound Telephone projects

KPI Management

• Define and report Key Measures as it relates to Outbound Call Center operations
• Set goals in line with business goals and implement action items for continuous improvement

Quality

• • Monitor calls assigned on time
  • Responsible for Phone Survey (CAPI) Monitoring program including but not limited to: Monitoring assignments, QA Call facilitation and reporting

Management of 1 or more Direct Reports- ensure team fulfills daily responsibilities, follows protocols, and delivers timely and high-quality results; provide on-going guidance and coaching

Qualifications

• 3+ years of experience managing team members
• Experience working with call centers in a digital survey and/or consumer research panel environment
• Vendor/Client management experience is a plus
• Strong written and oral communication skills
• Analytical, logical, and strong critical thinking skills
• Detail-oriented and organized, with excellent project management skills
• Demonstrated curiosity and self-starter mindset

US Benefits

• Comprehensive healthcare plan (medical, Rx, dental, and vision).
• Flexible spending accounts and a Health Savings Account (including company contributions).
• Life and AD&D insurance.
• 401(k) retirement plan including company matching contributions.
• Disability insurance.
• Tuition Reimbursement.
• Discretionary paid time off program and 11 paid holidays.
• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the following range: $76,500.00 - $110,000.00.  Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include flexible working environment, comprehensive health insurance, industry-leading parental leave, life insurance, education support and more.  

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion