Call Center Call-Flow Controller

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.

This position is responsible for managing the flow of all calling work within our recruitment call center, as well as working to consistently optimize efficiency and effectiveness of that work. This role is accountable to the running of Nielsen's auto dialer services and ensuring all work is executed accurately and timely in a high-paced environment, and a technical background or prior auto-dialer experience is preferred to ensure success of calling.

Responsibilities

• Manage daily CATI and predictive dialer operations to meet active calling campaign goals.
• Oversee production shifts, monitor multiple campaigns, and adjust priorities to exceed performance metrics and quotas.
• Generate and distribute EOD reports detailing production and performance outcomes.
• Perform core CATI tasks including setting up callbacks, correcting data errors, and verifying sample accuracy.
• Maintain real-time queue records with speed and accuracy.
• Lead pre-shift meetings to communicate project updates, quotas, and instructions to staff.
• Collaborate with staff and cross-functional teams to achieve daily production goals.
• Troubleshoot and resolve system and data anomalies with the Application Development team.
• Modify CATI data to ensure sample integrity and adherence to SLAs.
• Drive process improvements and automation to streamline operations and increase effectiveness.
• Partner with WFM to determine staffing requirements for call center functions.
• Set up and configure new CATI campaigns for client accounts prior to launch.

• Bachelor’s degree or equivalent experience; relevant certifications or advanced coursework preferred.
• Fluent in the English and Spanish Language 
• Strong Experience utilizing an automated dialer service or working in a dialer environment
• Technical Experience with Managing an automated dialer service
• +2 years prior call center experience (preferred)
• Excellent communication skills (Verbal & Written)
• Strong Interpersonal Skills
• Organizational and time management skills
• Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets

What you can expect:

• Workplace Computer Equipment
• IMSS (Mexican Social Security Institute)
• 30 days of Christmas bonus (Aguinaldo)
• 16 days of vacation after the first year
• Life Insurance
• Major Medical Expense Insurance
• 9% Food Stamps
• 13% Savings Fund
• 50% Vacation Bonus

 

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