Contact Center Manager

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.