Full-Time Sr. Outbound Panel Relations Manager

About this JobThe 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.

Responsibilities:

1. Production Ownership
   • Leads Outbound Production. Ensures agreed targets and timelines are met on time and with quality for all Outbound services.
   • Outbound projects include: Product Booklet Recovery, Direct Recruitment, In-Person Validations, Phone Interviewing.
   • Ensures internal departmental and external vendor outbound work is documented and executed in an MRC audit-ready and compliant manner.
   • Maintains documentation and partners with Internal Audit for annual audit support.
   • Investigates and resolves issues.
2. Vendor Management
   • Statement of Work Creation and Purchase Order facilitation
   • Vendor Metric Management – establishes KPI goals, monitors, and recommends action items.
   • Assessment of Vendor Staffing needs
   • Budget Management – Purchase Order and budget approval for all Outbound activities
   • Invoice Reconciliation and approval for all Outbound activities
3. Process Ownership
   • Owns Dialing protocols and other Outbound Procedures
   • Writes procedures, coordinates stakeholder approvals, and collaborates with Development.
   • Monitors that protocols are followed
   • Subject Matter Expert for Training Team – maintains training and support materials.
   • Provides feedback on Call Center CATI scripts and participates in testing.
   • Organizes and maintains documentation.
4. Project Management
   • Sets project timelines for Outbound phone operations.
   • Communicates expectations and facilitates with stakeholders and vendors to meet milestones.
   • Maintains Project Schedule for Vendor Outbound Telephone projects
5. KPI Management
   • Defines and reports Key Measures for Outbound Call Center operations
   • Sets goals and implements action items for continuous improvement
6. Quality
   • Monitors calls assigned on time
   • Responsible for Phone Survey (CAPI) Monitoring program (monitoring assignments, QA Call facilitation and reporting)
7. Team Management
   • Manages 1 or more Direct Reports
   • Ensures team fulfills daily responsibilities, follows protocols, and delivers timely and high-quality results.
   • Provides guidance and coaching.

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