Field Work manager (contact center)PPD

Position Overview:
The Fieldwork Manager leads teams of Contact Center and/or Contact Search agents to enhance the process of collecting fieldwork data while providing a world class customer service experience and optimizing the use of available resources.
The Fieldwork (FW) Manager is responsible for their team productivity, meeting client's data collection quotas on time, reporting to upper management, the management of teams of agents, and finding short- and long-term solutions problems quickly, thinking outside the box.
The FW Manager reports to the Fieldwork Director and assists to develop and manage the different areas of the Back-Office Operations for the most effective grow, retention, and maintenance of the panel database. Also supports customer service and call center operations.
Additionally, in their position, the FW Manager needs to stay up to date with the company policies and procedures, follow and establish best practices, coach and develop their team members. Other responsibilities are acting as the lliaison with Project Managers, Field Agencies, and other company's teams and individual members, globally.
Essential Duties and Responsibilities (other duties may be assigned):
Evaluates panel counts, run and confirm feasibility on assigned projects and provide fieldwork analysis on a project basis.
Assess and mitigate risk on fieldwork.
Manage and monitor fieldwork, assessing project field work requirements daily and recruiting accordingly.
Define and utilize the channels based on guidelines to optimize our cost and to complete the projects.
Focus on the respondent experience keeping in mind our capacity: invitation design, proper incentive, survey experience.
Oversees support to panelists and management of panelist complaints.
Supervises panel improvement (contacts / database search).
Look for efficiencies/better working practices in all areas of the role. Works in automation of all fieldwork related systems and processes: launch, panel update, invitation process, etc.
Provides Fieldwork Director with KPI reports of the panel, contact search and contact centers, launch activities, etc.
Develop and supervise panelist loyalty campaigns.
Ensures the correct use of call center and contact search tools.
Takes over survey issues reported by the call center and provides solutions so that the call center operations are not interrupted.
Develops procedures and works with the operations manager creating documentation to support operations activities.
Facilitates communications and cross training between the Brazil and the Philippines teams.
Work closely with project managers to ensure successful project execution.
Provide field service recommendations concerning best course of action to meet study timing parameters.
Use strategic and tactical skills to creatively seek solutions to a myriad of situations.
Fieldwork quality control focusing on gathering quality data.
Assessing training requirements of all full-time staff under his / her jurisdiction.
Preparing a monthly plan for the FW department.
Providing a monthly report of the fieldwork database status.
Qualifications
Education, Professional Skills & Experience:
Bachelor's degree or higher (preferred) in Market Research, Science, Engineering or other related discipline.
3- 5 years of experience in managing a contact center operations and people management (sales coaching, drive performance of agents, etc)
Previous experience/knowledge in data processing and quality management techniques and tools. Understanding of data quality measures, database structure, and data collection processes.
Proficiency with Microsoft Office is a must - Excel Pivot Tables
Lead generation knowledge is a must.
Good statistical and data management knowledge.
Experience with Data processing software (e.g. Tableau Prep, Talend or similar) is a plus.
Quality control certifications (e.g. Sig Sigma) is a plus.
Knowledge of Database query software (e.g. SQL) is a plus.
Tech-savvy.
Personal Skills & Competencies:
Customer service advocate with sales and problem-solving skills.
Excellent written and verbal communication skills.
Sharp attention to detail.
Ability to clearly articulate both problems and proposed solutions.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
Ability to prioritize personal and team workloads to best meet organizational objectives.
Ability to follow processes, multi-task and meet deadlines.
Ability to deal efficiently with escalations and difficult situations under pressure.
Maintain standards for reliability and performance.
Ability to collaborate well with interdepartmental disciplines and different levels of management.
Integrity and Commitment to excellence.
Must be amenable to work in mid shift (2pm-11pm) and occasional night shift
PPD

Taguig City, Metro Manila Bacolod City, Negros Occidental
Permanent
Full-time