Director, Panel Relations

Job title:

Director, Panel Relations

Company

GfK

Job description

Country United States of AmericaJob Family OperationsWe show the world what people want.Join GfK and help us shape tomorrow. As an NIQ company, we are the world’s leading consumer intelligence firm, delivering the Full View™ on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.We are always looking for open-minded people who will grow with us, push boundaries, and pioneer disruptive methods in market research, data science, technology, and AI. If you share this passion to drive things forward and the integrity to insist on doing things the right way, we’ll equip you to take your future into your own hands and play a leading role in our story.Job DescriptionJob DescriptionAbout MRI-Simmons:MRI-Simmons is the leading provider of insights on the American consumer. With thousands of attitudinal and behavioral data points, gathered through ongoing surveys and passive measurement, MRI-Simmons empowers advertisers, agencies, and media companies with deeper insights into the “why” behind consumer behavior.The company’s flagship product (MRI-Simmons USA) is the leading multi-media study of Americans and is widely recognized as the industry standard for magazine audience ratings. Powered by address-based probabilistic sampling, MRI-Simmons USA measures real people, chosen at random to represent the US population in all its variations. This methodological approach ensures stability of insights and provides the most accurate view of the American consumer.Job Description:The Panel Relations Director has end-to-end responsibility for all phone- and email-support interactions with MRI-Simmons survey respondents and potential respondents. This includes overall relationship management for the call center vendor who provides the front-line inbound and outbound telephone and email support services.Current Panel Relations activities include inbound Help Desk survey respondent support (via phone and email); outbound survey-validation initiatives (via phone); outbound survey-reminder projects (via phone); as well as the scheduling and execution of phone surveys/interviews by our call center vendor.This individual manages an internal team of professionals overseeing and supporting the day-to-day work of the call center vendor, as well as the associated call monitoring program established to ensure that protocols are consistently observed, quality standards are maintained, and that appropriate feedback is provided to the vendor.They also partner with the MRI-Simmons Field Operations Training Team on all aspects of Help Desk technician and telephone interviewer training.The mission of the Panel Relations team is to ensure that respondent-related activities and interactions are always conducted in a professional manner, with clear and consistent messaging in accordance with established protocols, research methodologies, and best practices.As the Director, Panel Relations, you will have following key accountabilities:

• Manage the internal Panel Relations team, ensuring that critical call center related activities are always properly conducted, including:
• Inbound respondent phone and email inquiries and support, as well as any required follow-up
• Outbound survey validation and reminder calling
• Outbound telephone interview scheduling, follow-up, and survey execution
• Establish protocols and provide top-level oversight of all call monitoring and quality control activities
• Investigate and partner with internal stakeholders as required to troubleshoot and promptly resolve any issue that should arise
• Partner with the Field Operations Training Team to maintain appropriate training and support materials and programs for inbound Help Desk technicians as well as telephone survey interviewers
• See to it that internal departmental and external vendor work is always conducted 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.
• Serve as relationship manager for the call center vendor, and manage and monitor related budgets
• Establish and monitor KPIs tracking the overall status and quality level of all aspects of panel support, including call volumes, response times, and other key criteria
• Partner with senior management to identify potential improvement opportunities (related to vendors, processes, as well as technology/system improvements); develop and implement programs to improve research quality, increase efficiency and manage costs
• Partner with stakeholders on special projects and research tests, and plan operational implementation of new Panel Relations workstreams, as needed
• Other duties as assigned

Now that we have introduced you to the position of Director, Panel Relations, what skills, qualifications, and experience should you have?

• 5+ years of experience working in research-related panel support and/or a telephone call center environment
• 5+ years of team management experience
• Experience managing multiple vendors responsible for critical processes
• Strong verbal and written communication abilities; English/Spanish bilingual a plus
• Inquisitive and technically-savvy with a mindset of continuous process improvement
• Detail-oriented with a natural curiosity for data analysis and trends recognition
• Ability to manage multiple priorities and meet deadlines in a fast-paced daily production environment
• Bachelor’s degree in business administration or related field

Salary commensurate with experience, annual base salary range: $110,000 – $120,000All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.We are not responsible for any fee related to unsolicited resumes from 3rd party staffing and recruiting agencies (whether submitted through this website or sent directly to employees) unless a written agreement is in place between the agency and GfK (“Company”) and an authorized Company representative makes a written request to the agency to assist with this requisition. Similarly, no fee will be paid for candidates who apply and claim to be represented by an agency. Any unsolicited resumes, CVs, or other candidate information submitted by an agency will become the property of GfK, and no fee will be paid in the event such candidate is hired.We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal employment opportunity, focusing on all of our employees reaching their full potential.We respect and value every employee regardless of race, ethnicity, gender, sex, sexual orientation, age, personality, experience, culture, faith, socio-economic status, or physical or mental disabilities.We endorse the core principles and rights set forth in the United Nations Declaration of Human Rights and the Social Charter of Fundamental Rights of the European Union, promoting the universal values of human dignity, freedom, equality, and solidarity.Learn more about how we are driving diversity and inclusion in everything we do on:At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit and make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!

Expected salary

$110000 – 120000 per year

Location

New York

Job date

Fri, 22 Mar 2024 23:20:21 GMT

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