Shift Lead, Real-Time Call Center Coach (Bilingual)

Nielsen; Región Centro; On-site; MXN 223,000 - 357,000; Full time

Benefits offered by this job

16 days PTO

Vacation Bonus 50%

Savings Fund 13%

Pantry Vouchers 9%

Major Medical SGMM

Life Insurance

IMSS

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Bilingual English/Spanish

Call center experience

Coaching leadership

Organizational skills

Excel

Google Sheets

Windows & Google Workspace

Tools

Excel

Google Sheets

Windows

Google Workspace

Job description

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.