Contact Center Workforce Management Manager

Nielsen; Región Centro; Híbrido; MXN 700.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

IMSS

Aguinaldo bonus

Vacation days

Life Insurance

Major medical

Food stamps

Savings fund

Vacation bonus

Descripción de la vacante

Nielsen is seeking a Contact Center WFM Manager in Mexico to lead telephony systems and capacity planning across countries. You will drive staffing models for recruitment and panel relations and partner with cross-functional teams to meet SLAs.

The role requires strong English, people leadership, and data analytics skills, with a hybrid work setup and a focus on delivering accurate forecasts and high-performing teams.

Formación

• Excellent English language skills (technical) required.
• 1–2 years of formal people management experience.
• Experience in call center operations with outbound calling.
• Proven ability to lead and motivate a technical staff.
• Able to set and manage aggressive goals in a fast-paced environment.
• Experience in time-critical production environments.
• Strong organizational and communication skills with attention to detail.
• Proven leadership and cross-department collaboration.
• Proficiency with Google Docs, Sheets, Slides.
• Knowledge of data analytics and dialer systems is a bonus.

Responsabilidades

• Oversee telephoning and predictive dialer systems and the recruiting team.
• Collaborate with Call Center management to meet SLAs and cycle times.
• Analyze sample performance and optimize staging, queuing, and calling efficiency.
• Maintain partnerships with Application Development, Panel Management, and related teams.
• Ensure adherence to methodologies with Data Science and MRC, minimizing quality escapes.
• Oversee development and delivery of Contact Center capacity forecasts.
• Deliver on-time reports and analyses of staffing for WFM associates.
• Develop data-driven project plans to maximize tool and forecast accuracy.
• Work with center leaders to manage shrinkage and attrition; plan hiring waves.
• Troubleshoot data/system anomalies in time-critical environments; escalate to tech teams.
• Manage vendor relationships for telesystems; control expenses.
• Lead, develop, and maintain high-performance teams; remove roadblocks.
• Deliver performance reviews and business continuity planning.

Conocimientos

English proficiency

People management

Call center experience

Technical leadership

Goal setting

Time-critical environment

Communication skills

Cross-functional collaboration

Google Workspace

Data analytics & dialers

Descripción del empleo

Company Description

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.

Company Description

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.

Job Description

The Contact Center WFM Manager is responsible for the overall management of Nielsen’s recruitment telephoning systems, and the team that ensures the proper flow of calling in multiple countries. Additionally, this Manager is the primary owner of capacity planning and staffing models for all Contact Center recruitment and panel relations activities.

Job Responsibilities

• Oversight and management of all telephoning and predictive dialer systems, as well as the team that supports Call Center recruitment operations and phoning.
• Work closely with Call Center management and other cross departmental staff to deliver on SLAs and cycle times.
• Conduct on-going analysis of sample performance against benchmarks, identify areas for optimizing the staging, queueing, and calling of recruitment work, maximizing sample performance and productivity.
• Maintain a close partnership with relevant Application Development, Panel Management, and other teams involved in the systems, and flows of work.
• Ensure all methodologies agreed upon both internally with Data Science and externally with the MRC are adhered to, with a focus on eliminating any chance of quality escapes.
• Oversight and management of activities around the development, maintenance, and delivery of Contact Center Capacity forecasts.
• Ensure on-time delivery of key reports and analyses of Contact Center staffing by WFM associates.
• Develop Data-Driven strategic project plans to maximize the accuracy and operational capacity of WFM generated tools and forecasts.
• Work with Contact Center leaders to manage key people metrics like shrinkage and attrition, and work with the relevant groups to predict when new "hiring waves" are needed.
• Work staff to detect, troubleshoot, and lead efforts to resolve data or system anomalies in a time-critical environment, and elevate to tech teams.
• Manage relationships with the key vendors that supply Nielsen’s telephoning systems.
• Maintain efficient operations and expense control
• Attract, develop, and maintain high performance teams, while being a driver for team morale and a resource to remove roadblocks
• Management & Disciplinary Action delivery, Annual Reviews, and business continuity planning.
  

Qualifications

• Exceptional English skills (technical based) required
• Prior formal people management experience (1-2 years minimum)
• Prior experience in call center operations with outbound calling
• Proven track record directly or indirectly managing, motivating, training, and directing a technical staff
• Ability to set and manage to aggressive goals in a fast paced environment
• Demonstrated success and effectiveness working in a time-critical production environment
• Outstanding organizational and communication (verbal and written) skills, with great attention to detail.
• Excellent leadership skills and proven ability to work effectively with other departments
• Proficiency in Google Tools (Docs, Sheets,and Slides)
• Proficiency in Data Analytics, Dialer systems, and command-based OS’s is a bonus
  

What You Can Expect

• Hybrid position
• Workplace Computer Equipment
• IMSS (Mexican Social Security Institute)
• 30 days of Christmas bonus (Aguinaldo)
• 16 days of vacation after the first year
• Life Insurance
• Major Medical Expense Insurance
• 9% Food Stamps
• 13% Savings Fund
• 50% Vacation Bonus
  

Additional Information

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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At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.