Real-Time Dialer & Routing Specialist

Nielsen Holdings Plc; Región Centro; Hybrid; MXN 201.000 - 357.000; Vollzeit

Benefits dieser Stelle

16 days vacation

Medical and life insurance

IMSS

Company-provided computer

Zusammenfassung

Nielsen Holdings Plc is seeking a CATI Operations Supervisor to manage dialing campaigns in a fast-paced call center environment. The role focuses on optimizing dialer workflows, ensuring data accuracy, and meeting daily production goals.

Ideal candidates will have a bilingual English/Spanish capability, hands-on dialer experience, and strong communication and organizational skills. The position supports a hybrid work setup with a company-provided computer and benefits including PTO and

Qualifikationen

• Bachelor’s degree or equivalent experience; relevant certifications or advanced coursework preferred.
• Fluent in English and Spanish.
• Strong experience utilizing an automated dialer service or working in a dialer environment.
• Technical experience with managing an automated dialer service.
• 2+ years of call center experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and organizational skills.
• Proficient in Google, Windows & Microsoft Office, especially 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

Bilingual English/Spanish

Dialer experience

Dialer management

Call center experience

Communication skills

Interpersonal skills

Time management

Excel/Google Sheets

Ausbildung

Bachelor’s degree

Tools

Dialer software

Excel

Google Sheets

Google Drive

Jobbeschreibung

Nielsen Holdings Plc is seeking a CATI Operations Supervisor to manage dialing campaigns in a fast-paced call center environment. The role focuses on optimizing dialer workflows, ensuring data accuracy, and meeting daily production goals.

Ideal candidates will have a bilingual English/Spanish capability, hands-on dialer experience, and strong communication and organizational skills. The position supports a hybrid work setup with a company-provided computer and benefits including PTO and