Shift Lead - Real Time Analyst

Nielsen; Región Centro; Vor Ort; MXN 223.000 - 357.000; Vollzeit

Benefits dieser Stelle

16 days PTO

Vacation Bonus 50%

Savings Fund 13%

Pantry Vouchers 9%

Major Medical SGMM

Life Insurance

IMSS

Zusammenfassung

Nielsen in Mexico is seeking a Shift Lead - Real Time Analyst to oversee on-shift performance of Call Center Agents and monitor sample throughput across automated dialer systems. You will balance real-time queue demands, maximize agent productivity, and ensure campaigns meet daily targets.

You will translate performance metrics into real-time adjustments and coaching, reassign agents across queues, and provide end-of-day production reports.

Qualifikationen

• Fully bilingual in English and Spanish (written & spoken).
• Experience in an automated dialer environment or managing dialer services.
• 2+ years in a call center, customer service, or market research setting.
• Strong coaching, interpersonal, and motivational leadership skills.
• Excellent organizational and time-management abilities, punctuality and schedule adherence.
• Proficient with Windows, Google Workspace, and Microsoft Office; intermediate/advanced Excel and Google Sheets.

Aufgaben

• Monitor on-shift performance in real-time to balance agent productivity and service levels.
• Dynamically reassign agents across queues based on live throughput and demand.
• Assist with pre-shift sample queuing and set calling priorities; coordinate with Production.
• Engage with agents and teams via chat and voice to maintain morale and motivation.
• Provide clear, constructive feedback and real-time coaching to improve performance.
• Create and maintain seating and assignment charts to track performance trends.
• Prepare pre-shift briefings, intraday updates, and End-of-Day production reports.

Kenntnisse

Bilingual English/Spanish

Call center experience

Coaching leadership

Organizational skills

Excel

Google Sheets

Windows & Google Workspace

Tools

Excel

Google Sheets

Windows

Google Workspace

Jobbeschreibung

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

The Shift Lead - Real Time Analyst oversees the on-shift performance management of Call Center Agents and monitors sample throughput across our automated dialer systems. In this role, you will drive operational excellence by balancing real-time queue demands, maximizing agent productivity, and ensuring research calling campaigns meet daily and project-based production targets. You will serve as the frontline operational resource, translating performance metrics into real-time strategy adjustments and actionable coaching

Responsibilities

• Monitor on-shift performance in real time, balancing individual agent productivity with overall call center service levels.
• Dynamically reassign agents across queues and tasks based on live throughput, agent performance, and incoming demand.
• Assist with pre-shift sample queuing, set calling priorities, and partner with Production associates to ensure dialer sample flows smoothly and efficiently.
• Engage with individual agents and teams via chat and voice channels to maintain high morale and drive shift-wide motivation.
• Deliver clear, constructive feedback and real-time coaching to elevate individual and team output.
• Create and maintain on-shift seating and assignment charts to track active performance trends.
• Prepare and distribute pre-shift briefings, intraday updates, and comprehensive End-of-Day (EOD) production reports across all active calling accounts.
• Execute CATI-related administrative tasks, including setting up callbacks, resolving CATI data entry errors, and verifying sample accuracy.
• Synthesize shift performance data to deliver strategic recommendations and operational insights to Operations Leadership.

Qualifications

• Professional Experience & Skills:
  • Full bilingual fluency in English and Spanish (both written and verbal) is required.
  • Demonstrated experience working within an automated dialer environment or managing dialer services.
  • 2+ years of experience in a call center, customer service, or market research environment (strongly preferred).
  • Strong coaching, interpersonal, and motivational leadership skills with the ability to explain complex concepts clearly.
  • Advanced organizational and time-management capabilities, with proven punctuality and schedule adherence.
  • Proficiency with Windows, Google Workspace, and Microsoft Office (intermediate to advanced Excel and Google Sheets skills required).
• Workspace & Technical Requirements:
  • Located within a commutable distance of the designated office location.
  • Dedicated, secure, and private home workspace free from background noise to protect personally identifiable information (PII).
  • High-speed internet service at your primary residence (minimum 80 Mbps download speed).
  • Capability to connect directly to your router or modem via a wired Ethernet cable.
• Compensation & Benefits:
  • Equipment: Company-provided computer and work setup.
  • Paid Time Off: 16 days of vacation.
  • Vacation Bonus (Prima Vacacional): 50%.
  • Savings Fund (Fondo de Ahorro): 13%.
  • Pantry Vouchers (Vales de Despensa): 9%.
  • Insurance Coverage: Major Medical Expenses (SGMM) and Life Insurance.
  • IMSS (Mexican Social Security Institute)

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.