Panel Relations Manager - New York, United States - GfK

Description

Country

United States of America

Job Family

Operations

We 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 Description:

• About 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 Manager position on the Digital Research Operations team at MRI-Simmons focuses on our survey respondent Help Desk ticketing system. This role offers a unique opportunity to implement best practices and manage daytoday Help Desk operations, both internally & externally with our call center partner, for our flagship study as well as for exciting experimental research projects. A customer support mindset, strong logic/critical thinking skills, and comfort with call centers & digital survey environments are critical. We are looking for someone who is willing and excited to learn, and then will proactively take it upon themselves to become the "expert" at what they do.

As the _Panel Relations Manager_, you will have following key accountabilities:

• Manage our Help Desk call center partner ensure our key performance metrics for Help Desk are met and provide ongoing feedback and direction to vendor
• Manage a small team of Panel Relations Specialists ensure team fulfills daily responsibilities, follows protocols, and delivers timely and highquality results; provide ongoing guidance and coaching
• Create, update, and maintain knowledge resources and process documentation
• Coordinate and support our internal training team to ensure internal and external staff is fully

- and effectively-trained on all Help Desk protocols; conduct follow-up trainings as required

• Implement/Manage a call monitoring program for our external Help Desk associates
• Manage Help Desk system audits and quality control testing protocols perform troubleshooting as needed and work with IT/Development to implement fixes/resolutions
• Produce, analyze, and present performance/productivity metrics, call traffic reports, issue analyses, etc. and propose actionplans to team leader, key stakeholders, and vendor
• Work with team leader to resolve issues and manage the implementation of Help Desk initiatives, using a product development tool like Jira to plan, track, and launch initiatives
• As current projects evolve or new projects arise, determine Help Desk impacts and new system/process requirements (internal & external), and then lead implementation, coordinate training, prepare for system releases, manage vendor, and oversee any new daily activities
• Identify broader technology or improvement opportunities for Help Desk and work with team leader on implementation
• Help with any other additional tasks within the Digital Research Operations team as required

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

• 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
• Detailoriented and organized, with excellent project management skills
• Demonstrated curiosity or selfstarter mindset
• Proficient with Microsoft Office (Word, Excel, PowerPoint); Jira and Power BI experience is a plus
• Bilingual (English & Spanish) is preferred but not required
• BA/BS in Psychology, Social Sciences, Busin