Full-Time Sr. Outbound Panel Relations Manager

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.

Ensures all outbound campaigns are productive and of the highest quality. Manages the outbound vendor relationship, budget, Statement of Work, dialing protocols and the organization of materials for audit readiness.

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

Responsibilities:

1. Leads Outbound Production, ensuring targets and timelines are met.
2. Outbound projects include Product Booklet Recovery, Direct Recruitment, In-Person Validations and Phone Interviewing.
3. Documents and executes vendor outbound work in an audit-ready manner.
4. Maintains documentation and supports Internal Audit.
5. Investigates and resolves issues.
6. Creates and facilitates Vendor Statement of Work and Purchase Orders.
7. Manages vendor metrics and staffing needs.
8. Manages budget and purchase orders.
9. Reconciles and approves outbound invoices.
10. Owns dialing protocols and outbound procedures, including writing procedures, coordinating approvals and feedback, and ensuring feasibility in systems.
11. Monitors protocol adherence.
12. Subject Matter Expert for Training Team on outbound training.
13. Provides feedback on Call Center CATI scripts.
14. Organizes and maintains outbound documentation.
15. Sets project timelines for outbound phone operations, communicates expectations and facilitates with stakeholders and vendors.
16. Maintains project schedules for vendor outbound telephone projects.
17. Defines and reports Key Measures for outbound call center operations, sets goals in line with business goals.
18. Monitors calls assigned on time.
19. Responsible for Phone Survey (CAPI) Monitoring program.
20. Manages one or more direct reports.

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