Real-Time Dialer & Routing Specialist

Nielsen; Región Centro; Vor Ort; MXN 279.000 - 502.000; Vollzeit

Benefits dieser Stelle

Equipment: Company-provided computer

Paid Time Off: 16 days vacation

Vacation Bonus (Prima Vacacional): 50%

Savings Fund: 13%

Pantry Vouchers: 9%

Major Medical Expenses Insurance

IMSS

Zusammenfassung

Nielsen is seeking a skilled CATI/dialer operations supervisor to manage daily calling campaigns in a fast-paced center. The role requires strong data handling, reporting, and collaboration with cross-functional teams to meet quotas and SLAs.

The ideal candidate will have experience with automated dialers, a bachelor's degree, and fluency in English and Spanish. A commutable office location, reliable home workspace, and high-speed internet are expected.

Qualifikationen

• Bachelor's degree or equivalent experience; relevant certifications or advanced coursework preferred.
• Fluent in the English and Spanish Language
• Strong Experience utilizing an automated dialer service or working in a dialer environment
• Technical Experience with Managing an automated dialer service
• +2 years prior call center experience (preferred)
• Excellent communication skills (Verbal & Written)
• Strong Interpersonal Skills
• Organizational and time management skills
• Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets

Aufgaben

• Manage daily CATI and predictive dialer operations to meet active calling campaign goals.
• Oversee production shifts, monitor multiple campaigns, and adjust priorities to exceed performance metrics and quotas.
• Generate and distribute EOD reports detailing production and performance outcomes.
• Perform core CATI tasks including setting up callbacks, correcting data errors, and verifying sample accuracy.
• Maintain real-time queue records with speed and accuracy.
• Lead pre-shift meetings to communicate project updates, quotas, and instructions to staff.
• Collaborate with staff and cross-functional teams to achieve daily production goals.
• Troubleshoot and resolve system and data anomalies with the Application Development team.
• Modify CATI data to ensure sample integrity and adherence to SLAs.
• Drive process improvements and automation to streamline operations and increase effectiveness.
• Partner with WFM to determine staffing requirements for call center functions.
• Set up and configure new CATI campaigns for client accounts prior to launch.

Kenntnisse

Dialer experience

English & Spanish

Communication skills

Interpersonal skills

Time management

Ausbildung

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Google Sheets

Jobbeschreibung

Nielsen is seeking a skilled CATI/dialer operations supervisor to manage daily calling campaigns in a fast-paced center. The role requires strong data handling, reporting, and collaboration with cross-functional teams to meet quotas and SLAs.

The ideal candidate will have experience with automated dialers, a bachelor's degree, and fluency in English and Spanish. A commutable office location, reliable home workspace, and high-speed internet are expected.