Sr. Supervisor, Market Research

Managing the internal Tele-survey team of 2 Permanent researchers and 9 Contractors.
- Managing the End-to-End operation of the Researchers and Contractors team capturing Customers’ feedback with regards to existing products and services as well as New ideas to be launched in the market through Internal Tele-surveys.**about you**:
Education
- University Degree
- Marketing Certificate

Experience
- More than 10 years experience in research field in Marketing Department.
- More than 10 years in Tele-surveys management experience**skills**:

- Knowledge of Market research and market studies techniques.
- Knowledge of the service industry both for business and consumer markets with more focus on Telecom business.
Ability to meet tight deadlines.
- Strong analytical and business skills
- Highly reliable
- Experience in a highly flexible & challenging environment including short lead times
- Work under stress / pressure
- High team work skills
- Strong negotiation skills and convincing power
- Customer Oriented
- Strong planning and organization background
- Good problem solving skills
- Ability to transfer knowledge to others
- Ability to work within a multicultural environment
- Excellent communication & interpersonal skills

**department**:

- Consumer Business Unit

Functional duties:

- Responsible for managing the day-to-day activities of all the researchers and contractors team in charge of conducting tele-surveys.
- Lead the End-to-End Logistics and process to capture customers’ feedback on the different Orange Egypt products and services, existing as well as new ideas to be launched in the market.
- Control the daily activities and ensure the smooth operation of the team’s activities for reaching customers and efficiently collecting their feedback and opinions.
- Lead the Tele-Survey team efforts in reaching the customers, and specifically the High value and First Class customers and ensure achieving high hit rates in line to the set targets.
- Manage the whole process of initiating telephone calls to existing and potential customers as per the the set schedule and the agreed upon set targets.
- Manage the End-to-End data processing phase with regards to editing, coding and data entry of all customers’ responses captured through the telephone calls and interviews.
- Follow up daily on the team performance and productivity and solve problems when needed.
- Answer all the special needs and requirements of the team through out the day to ensure the smooth operation and process.
- Undergo regular audit and quality checks across the whole team on project by project basis to ensure the accuracy and reliability of the data collected.
- Lead the telesurveys team to the optimum productivity and ensure set targets are met.
- Receiving and handling internal client’s market research requests with respect to all related Tele-survey researches and requests.
- Design new Internal research surveys, including development of questionnaires, and designing sampling approaches and structure.
- Achieving MR targets (More than 40 Adhoc reports per year in addition to the Trackers reports handled through the Internal tele-survey team).
- Lead the end to end process of the different Market Research requests and Tele-surveys requested by the whole Commercial Department, as well as Customer Service and Sales departments.
Run special statistical analysis such as “Clustering analysis, Regression analysis, Cross tabulations,. “ needed to meet specific requests and data interpretation.
- Developing top-lines and final reports and Creating power point presentations.
- Providing Retail and Customer Service Top management with the monthly KPIs needed to measure performance across all market segments and to set business targets accordingly.
- Handling External agencies for a number of Adhoc researches.
- Handling key tracking studies such as the Retail Shops Trackers, Helpline Trackers, FC customers tracker,which are all key for setting the teams’ business targets and measuring performance against competition.
- Creating solutions for optimum productivity and results such as initiating the CATI System programing.

People Management
- Follow up on team members’ attendance, time sheets and leaves.
- Interview and select temps/contractors team and validate hiring decisions for the Tele-survey team.
- Provide day-to-day coaching and request needed training for direct reports ensuring continuous individual development.
- Ensure a healthy working environment for the Tele-survey employees through focusing on team building and motivation initiatives.

**contract**:Regular