Bilingual Call Center Performance Coach (CATI/Dialer)

The Nielsen Company; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global media insights firm is seeking a Call Center Agent Manager based in Mexico to oversee shift performance and ensure productivity in a fast-paced environment. The ideal candidate will be fluent in English and Spanish, possess a bachelor's degree or relevant experience, and have a strong background in call center operations. You will be responsible for monitoring performance metrics, coaching agents, and collaborating with teams to meet production goals. Competitive benefits and a supportive work environment are offered.

Servicios

Workplace Computer Equipment

IMSS (Mexican Social Security Institute)

30 days of Christmas bonus (Aguinaldo)

12 days of vacation after the first year

Life Insurance

Major Medical Expense Insurance

9% Food Stamps

13% Savings Fund

50% Vacation Bonus

Formación

• Experience utilizing an automated dialer service or working in a dialer environment.
• +2 years prior call center or customer service experience preferred.

Responsabilidades

• Manage shift performance by monitoring call center metrics and coaching agents.
• Handle staffing adjustments based on performance and demand.
• Develop performance reports and seating charts for agents.
• Collaborate with departments to achieve production goals.

Conocimientos

Fluent in English and Spanish

Strong Interpersonal Skills

Effective coaching skills

Organizational and time management skills

Educación

Bachelor’s degree or equivalent experience

Herramientas

Google

Microsoft Office

Excel

Google Sheets

Descripción del empleo

A global media insights firm is seeking a Call Center Agent Manager based in Mexico to oversee shift performance and ensure productivity in a fast-paced environment. The ideal candidate will be fluent in English and Spanish, possess a bachelor's degree or relevant experience, and have a strong background in call center operations. You will be responsible for monitoring performance metrics, coaching agents, and collaborating with teams to meet production goals. Competitive benefits and a supportive work environment are offered.