Manager, Call Center

The Nielsen Company; Región Centro; On-site; MXN 420,000 - 600,000; Full time

Job summary

Nielsen Holdings Plc in Mexico is seeking a Manager Call Center to supervise the business support team, overseeing end-to-end recruitment of research panels and the management of participant databases. This is a working supervisor role; you will stay hands-on with recruitment tasks and ensure high-quality, compliant deployments.

You will lead day-to-day supervision, coordinate recruitment efforts, perform quality checks, and align operations with other departments to achieve shared objectives.

Qualifications

• Experience: 6+ years of experience in business support functions, including direct supervisory experience.
• Expertise: Comprehensive understanding of processes, procedures, and systems related to recruitment and database management.
• Communication: Exceptional tact and diplomacy; concise, logical, professional communication.
• Strategic Integration: Knowledge of how recruitment integrates with the broader research organization.
• Impact: Proven track record of improving a support team's quality and output.

Responsibilities

• Supervise business support staff day-to-day to meet quality and quantity standards.
• Coordinate recruitment efforts for research panels and manage participant databases.
• Analyze information to solve operational problems and identify workflow efficiencies.
• Provide coaching on performance and coordinate daily team activities; conduct quality checks.
• Ensure team alignment with other departments to achieve shared objectives.

Skills

Supervisory leadership

Recruitment

Database management

Communication

Strategic integration

Problem solving

Tools

CRM systems

Databases

Job 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

As the Manager Call Center, you will serve as the primary supervisor for our business support team, overseeing the end-to-end recruitment of research panels and the management of participant databases. This is a working supervisor role; you will be responsible for the team's results while remaining hands-on with recruitment tasks. You will work within established practices to ensure our research panels are high-quality, compliant, and ready for deployment.

• Supervisory Leadership: Provide day-to-day supervision to the business support staff, ensuring both the quality and quantity of tasks performed meet our rigorous standards.
• Recruitment & Database Oversight: Coordinate recruitment efforts for specialized research panels and maintain the integrity of participant databases.
• Problem Solving: Analyze information to solve ongoing operational problems and identify efficiencies within recruitment workflows.
• Coaching & Development: Provide consistent coaching on performance, coordinate daily team activities, and conduct quality checks on work progress.
• Operational Alignment: Utilize a comprehensive understanding of processes and systems to ensure the team integrates seamlessly with other departments to achieve shared objectives.

Qualifications

• Experience: 6+ years of experience in business support functions, including direct supervisory experience.
• Expertise: Comprehensive understanding of processes, procedures, and systems related to recruitment and database management.
• Communication: Exceptional tact and diplomacy; ability to communicate ideas and instructions in a concise, logical, and professional manner.
• Strategic Integration: Knowledge of how the recruitment team integrates with the broader research organization to coordinate resources effectively.
• Impact: A proven track record of impacting the overall quality and output of a support team.

Additional Information

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

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