Shift Lead - Real Time Analyst

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

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.
• Equipment: Company-provided computer and work setup.
• Paid Time Off: 16days of vacation.
• 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.