Contact Center Manager
Job Summary
Job Description
The Contact Center Manager at Nielsen is responsible for the daily performance and development of contact center agents. Key responsibilities include monitoring agent performance, providing coaching, handling administrative tasks, ensuring policy adherence, overseeing study production, facilitating training, managing performance reporting, conducting employee engagement activities, maintaining compliance, and collaborating with peers. This role requires fluency in English and Spanish, prior call center management experience, strong communication and interpersonal skills, and proficiency in Microsoft Office and Google Workspace. The position is remote and based in Mexico City, Mexico.
Must have:
- Fluency in English and Spanish
- 1+ years call center management experience
- Excellent communication & interpersonal skills
- Proficiency in MS Office & Google Workspace
- Performance monitoring & coaching
- Operational management & training
Good to have:
- 2+ years call center experience
- Outbound calling experience
- Sales/education/customer service background
7 skills required
Job Details
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
This position is responsible for the day to day performance and development of the Contact Center agents. You'll be accountable for delivering results in the areas assigned and accounting for performance, quality, employee engagement and retention.
Job Responsibilities:
- Employee Support & Escalation: Act as the first point of contact for agent inquiries and concerns.
- Performance Monitoring & Coaching: Monitor production (virtual/in-person), agent calls, and provide coaching on performance, attendance, timekeeping, conduct, and quality compliance.
- Operational Management: Handle daily administrative tasks, ensure policy adherence, and oversee study production/workflow, escalating system issues.
- Training & Development: Provide and document coaching, ensure up-to-date certifications, and facilitate ongoing training and career development.
- Performance Analysis & Reporting: Manage individual and team performance using reports.
- Communication & Engagement: Conduct one-on-ones, annual check-ins, and team meetings for updates and engagement.
- Compliance & Collaboration: Maintain personal certifications, participate in quality calibrations, and collaborate with peers/management to achieve call center goals.
- Study Support: Provide support to other studies as needed.
Position Requirements:
- Fluent in the English and Spanish Language (Bilingual positions require fluency in English and Spanish, both verbal and written)
- 1+ year prior call center management, people management or equivalent experience
- 2+ years prior call center or customer service experience, outbound calling (Preferred)
- Prior experience in sales, education, customer service, collections, or similar (Preferred)
- Excellent communication skills (Verbal & Written)
- Strong Interpersonal Skills
- Effective coaching skills
- Organizational and time management skills
- Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets
#LI-YL1
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
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