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Panel Relations Support Manager Knowledge Networks
The Panel Relations Support Manager oversees offshore technical support teams to meet the needs of members of online research panels and support their participation. Ideal candidate would have supervisory experience in technical support with heavy emphasis on customer service.Key Responsibilities:
Identify and support staffing and training needs
Develop training materials to support new initiatives and ongoing developmental needs of the staff
Develop and improve operational procedures to maintain productivity and service quality
Track performance against established KPIs for call productivity
Coordinate with other departments as needed to maintain workflow and data integrity
Assist with upgrade and growth plans
Additional Responsibilities and Skills:
Ability to handle multiple tasks and projects simultaneously
Strong initiative; able to work independently with minimal supervision
Flexible, willing to reprioritize tasks frequently, detail oriented
Proficient with Microsoft Office
Ability to successfully manage projects to completion, ability to lead cross-functional project teams, if needed
Ability to meet deadlines and prioritize tasks effectively
Education/Experience Requirements:
College degree preferred
3+ years supervisory/management level experience
Excellent communication skills, both written and verbal
Proficiency in Microsoft Office and CRM experience
Bilingual skills (English and Spanish), experience in research panel management, and experience with contact center outsourcing preferred
| Location: | Roseland, NJ United States |
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Knowledge Networks
Investors: Alloy Ventures, Maveron, Oak Investment PartnersAll Jobs: at Knowledge Networks
| Web Site: | www.knowledgenetworks.com |
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| Headquarters: | 1350 Willow Road Suite 102 Menlo Park, CA 94025 United States |
| Industry: | IT Services |
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