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 day-to-day 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 on-going feedback and direction to vendor
- Manage a small team of Panel Relations Specialists – ensure team fulfills daily responsibilities, follows protocols, and delivers timely and high-quality results; provide on-going 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 action-plans 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
- Detail-oriented and organized, with excellent project management skills
- Demonstrated curiosity or self-starter 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, Business, Math, Market Research, Marketing, and other disciplines considered.
Salary commensurate with experience, annual base salary range: $90,000 - $100,000
All 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: https://www.gfk.com/about-gfk/diversity-and-inclusion
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!
