Director, Call Center

Nielsen; Región Centro; Presencial; MXN 600,000 - 900,000; Jornada completa

Descripción de la vacante

A global media insights firm in Guadalajara is seeking a Director for its Call Center. This role involves leading over 200 customer service professionals, ensuring operational excellence, and driving key performance metrics. The ideal candidate will have extensive leadership experience in contact center environments and a proven ability to improve performance. This position offers a unique opportunity to shape the site's strategy and success.

Formación

• A minimum of 8+ years of experience in a contact center environment.
• 5-7 years in a senior leadership role managing 200+ employees.
• Demonstrated experience managing a full P&L.

Responsabilidades

• Develop and execute the site’s strategic plan.
• Drive best-in-class performance across contact center KPIs.
• Lead, mentor, and develop a team of Team Leaders.

Conocimientos

Leadership

Data analysis

Operational management

Communication skills

Educación

Bachelor’s degree in Business or related field

MBA

Herramientas

Contact Center Technologies (ACD, CRM, IVR)

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.

Job Description

The Director, Call Center is the single-threaded owner for the entire Guadalajara site, responsible for leading a large-scale operation of 200+ customer service professionals. You will be responsible for all aspects of site performance, including operational excellence, financial management, talent development, retention initiatives and fostering a positive and inclusive culture. The ideal candidate is a data-driven operator with a proven track record of improving key performance indicators (KPIs), scaling teams, and developing future leaders. You are not just a manager; you are a builder, a mentor, and a strategic partner to the broader organization.

Key Responsibilities

• Strategic Leadership & Site Management:
  • Develop and execute the site’s strategic plan, ensuring alignment with global company objectives.
  • Assume full P&L responsibility for the site, including budget forecasting, cost management, and resource allocation to achieve financial targets.
  • Act as the primary site representative for executive leadership, clients, and community partners.
  • Champion a culture of continuous improvement, identifying and implementing process enhancements using methodologies like Lean, Six Sigma, or similar.
• Operational Excellence:
  • Drive best-in-class performance across all critical contact center KPIs, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), Service Level Agreements (SLAs), and Average Handle Time (AHT).
  • Oversee workforce management (WFM) to ensure optimal scheduling, adherence, and occupancy.
  • Partner with Quality Assurance (QA) teams to analyze performance trends, identify coaching opportunities, and ensure consistent service delivery.
  • Leverage data and analytics to generate actionable insights and data-driven solutions for complex operational challenges.
• Team Development & Culture:
  • Lead, mentor, and develop a team of Team Leaders, fostering a strong leadership pipeline through coaching and succession planning.
  • Champion a vibrant, inclusive, and engaging site culture that attracts and retains top talent.
  • Implement and manage recognition, engagement, and development programs to drive high employee morale and reduce attrition.
  • Oversee all site-level talent management functions, including hiring, onboarding, performance management, and career pathing.

Qualifications

• Education: Bachelor’s degree in Business, Management, or a related field. An MBA is highly preferred.
• Leadership Experience: A minimum of 8+ years of progressive experience in a contact center environment, with at least 5-7 years in a senior leadership role (Manager of Managers, Site Director, etc.) managing a large-scale operation (200+ full-time employees).
• Financial Acumen: Demonstrated experience managing a full P&L for a large department or site.
• Operational Expertise: Deep, hands‑on knowledge of contact center operations, including WFM, QA, performance metrics, and contact center technologies (e.g., ACD, CRM, IVR).
• Proven Track Record: Tangible evidence of successfully improving key metrics such as CSAT, employee retention, and operational efficiency.
• Analytical Skills: Strong ability to analyze data, identify trends, and make informed, strategic decisions.
• Communication: Exceptional communication, presentation, and interpersonal skills, with the ability to influence and inspire at all levels of the organization.

Additional Information

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