Senior Manager, Call Center

Nielsen; Región Centro; Híbrido; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Nielsen Mexico seeks a strategic, tech-forward Senior Manager, Call Center to lead outbound operations, define the roadmap, and drive performance across the center. You will manage a team of leads and managers, leveraging AI tools to optimize workflows while maintaining strict quality and SLA standards.

This role requires 3–5 years in call center leadership, strong budgeting and capacity planning skills, and fluency in English for executive reporting.

Formación

• 3 to 5 years of direct call center supervisory or management experience.
• Proven ability to design performance frameworks for outbound call centers.
• Strong workforce management and capacity planning experience.
• Experience managing department budgets and scaling resources.
• Fluent English, both written and verbal, for executive reporting.
• Hybrid schedule: 3 days on-site / 2 days remote.

Responsabilidades

• Strategic Leadership: Define the long-term operational roadmap for outbound call center operations to align with global corporate growth.
• Outbound Operations & Performance Framework: Design, strengthen, and implement a robust business performance framework tailored to outbound calling environments to drive conversion, accountability, and continuous evaluation across all levels.
• AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze call metrics, and drive operational efficiency across dialers and agents.
• Budget & Capacity Planning: Build practical capacity models to manage agent headcount and shift schedules for outbound campaigns while monitoring team expenditures and aligning costs with the annual budget.
• People Development: Mentor, coach, and develop call center team leads and managers, establishing clear career progression and KPI alignment.
• Operational Execution: Oversee multi-team delivery, set daily outbound priorities, optimize agent utilization and dialer resources, and resolve bottlenecks.
• Stakeholder Management: Deliver strategic updates to senior leadership, external vendors, and regulators.

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.

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

We are seeking a strategic, visionary, and tech-forward Senior Manager, Call Center to lead our entire outbound call center operations. In this role, you will hold full operational and strategic accountability for the Business Unit by defining the roadmap, driving cost-efficiency, and developing data-driven capacity models to scale outbound campaign performance across the call center. A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across outbound calling teams. Managing a team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards, outbound conversion targets, and SLA delivery.

What You Will Do

• Strategic Leadership: Define the long-term operational roadmap for outbound call center operations to align with global corporate growth.
• Outbound Operations & Performance Framework: Design, strengthen, and implement a robust business performance framework tailored to outbound calling environments to drive conversion, accountability, and continuous evaluation across all levels.
• AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze call metrics, and drive operational efficiency across dialers and agents.
• Budget & Capacity Planning: You will build practical capacity models to manage agent headcount and shift schedules for outbound campaigns while monitoring team expenditures and aligning operational costs with the annual budget. Additionally, you will lead engagement activities and track attrition rates to boost team retention, morale, and overall productivity.
• People Development: Mentor, coach, and develop call center team leads and managers, establishing clear career progression and alignment with core operational KPIs.
• Operational Execution: Oversee multi-team delivery, set daily outbound priorities, optimize agent utilization and dialer resources, and resolve operational bottlenecks.
• Stakeholder Management: Serve as the call center operations subject matter expert and deliver strategic updates to senior leadership, external vendors, and regulators.

Qualifications

• 3 to 5 years of direct call center supervisory or management experience, with proven hands-on experience leading outbound call center operations.
• Demonstrated success in building, expanding, or strengthening operational performance and accountability frameworks in a call center setting.
• Deep experience in workforce management and capacity planning methodologies tailored to high-volume outbound environments.
• Proven experience managing department budgets and scaling contact center resources effectively.
• Tech-savvy approach with experience or a strong aptitude for adopting and leveraging AI tools to improve team productivity, contact rates, and data analysis.
• Advanced / Fluent English (written and spoken) for executive-level reporting and global collaboration.
• Ability to work a hybrid schedule (3 days on-site / 2 days remote).

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels. 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.