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.The mission of the Panel Relations team is to ensure that respondent-related activities and interactions are conducted in a professional manner, with clear and consistent messaging in accordance with established protocols, research methodologies and best practices.Responsibilities:Production OwnershipLeads Outbound Production. Responsible for ensuring all agreed targets and timelines are met on time and of quality for all Outbound services. Outbound projects include but are not limited to: Product Booklet Recovery, Direct Recruitment, In-Person Validations and Phone Interviewing, including all related tasks. These services are subject to change based on business needs.Ensure that internal departmental and external vendor outbound work is documented and executed 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.Investigate and partner with internal stakeholders as required to troubleshoot and promptly resolve any issue that should arise.Vendor Management Statement Of Work Creation and Purchase Order facilitationVendor Metric Management - establish KPI goals, monitor and recommend action items for feedbackAssessment of Vendor Staffing needsBudget Management Purchase Order and budget approval facilitation for all Outbound activitiesInvoice Reconciliation and approval for all Outbound activitiesProcess Ownership Owns Dialing protocols and other Outbound Procedures including:Writing proceduresCoordinating stakeholder approval and feedback on proceduresCoordinating with Development resources to ensure protocols are feasible in systemsMonitoring that protocols are being followedSubject Matter Expert and main point of contact for Training Team to maintain appropriate training and support materials and programs for Outbound agents.Provide feedback on all Call Center CATI scripts and participate as needed in testingOwns the organization and maintenance of all documentation related to Outbound activities.Project ManagementSet project timelines for Outbound phone operations. Communicate expectations and facilitate with internal stakeholders and external vendors to meet project milestones.Maintenance of Project Schedule for Vendor Outbound Telephone projectsKPI ManagementDefine and report Key Measures as it relates to Outbound Call Center operationsSet goals in line with business goals and implement action items for continuous improvementQualityMonitor calls assigned on timeResponsible for Phone Survey (CAPI) Monitoring program including but not limited to: Monitoring assignments, QA Call facilitation and reportingManagement of 1 or more Direct Reports- ensure team fulfills daily responsibilities, follows protocols, and delivers timely and high-quality results; provide on-going guidance and coaching