Real-Time Shift Lead: Call Center Performance Coach

Nielsen Holdings Plc; Región Centro; Hybrid; MXN 335.000 - 603.000; Vollzeit

Benefits dieser Stelle

16 days vacation

Major Medical & Life Insurance (SGMM)

IMSS

Zusammenfassung

Nielsen Holdings Plc is seeking a Shift Lead - Real Time Analyst to oversee on-shift performance of Call Center Agents and optimize throughput across automated dialer systems. The role focuses on real-time queue management, agent productivity, and meeting daily and project targets through coaching and strategic adjustments.

Responsibilities include monitoring performance in real time, reassigning agents across queues, coordinating pre-shift sampling, delivering coaching, and producing End-of-Day

Qualifikationen

• Full bilingual fluency in English and Spanish (written and verbal).
• Experience with automated dialer environments or dialer services.
• 2+ years in a call center, customer service, or market research setting is preferred.
• Strong coaching, interpersonal, and motivational leadership skills with the ability to explain concepts clearly.
• Excellent organizational and time-management skills with reliable punctuality and schedule adherence.
• Proficiency with Windows, Google Workspace, and Microsoft Office; Excel/Sheets skills required.

Aufgaben

• Monitor on-shift performance in real time, balancing agent productivity with service levels.
• Dynamically reassign agents across queues based on live throughput and demand.
• Assist with pre-shift sampling, set calling priorities, and coordinate with Production to ensure dialer flow.
• Engage with agents to maintain morale and drive shift-wide motivation.
• Provide real-time coaching and feedback to boost performance.
• Maintain seating/assignment charts and track performance trends.
• Prepare pre-shift briefings, intraday updates, and End-of-Day production reports.

Kenntnisse

Bilingual English/Spanish

Dialer systems experience

Call center/market research experience

Coaching/leadership

Organizational/time management

Excel/Google Sheets

Tools

Windows

Google Workspace

Microsoft Excel

Jobbeschreibung

Nielsen Holdings Plc is seeking a Shift Lead - Real Time Analyst to oversee on-shift performance of Call Center Agents and optimize throughput across automated dialer systems. The role focuses on real-time queue management, agent productivity, and meeting daily and project targets through coaching and strategic adjustments.

Responsibilities include monitoring performance in real time, reassigning agents across queues, coordinating pre-shift sampling, delivering coaching, and producing End-of-Day