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, integral 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 Contact Center WFM Manager is responsible for the overall management of Nielsen’s recruitment telephoning systems, and the team that ensures the proper flow of calling in multiple countries. Additionally, this Manager is the primary owner of capacity planning and staffing models for all Contact Center recruitment and panel relations activities.

Job Responsibilities:




- Oversight and management of all telephoning and predictive dialer systems, as well as the team that supports Call Center recruitment operations and phoning.
- Work closely with Call Center management and other cross departmental staff to deliver on SLAs and cycle times.
- Conduct on-going analysis of sample performance against benchmarks, identify areas for optimizing the staging, queueing, and calling of recruitment work, maximizing sample performance and productivity.
- Maintain a close partnership with relevant Application Development, Panel Management, and other teams involved in the systems, and flows of work.
- Ensure all methodologies agreed upon both internally with Data Science and externally with the MRC are adhered to, with a focus on eliminating any chance of quality escapes.
- Oversight and management of activities around the development, maintenance, and delivery of Contact Center Capacity forecasts.
- Ensur

📌 Contact Center Workforce Management Manager (Guadalajara)
🏢 The Nielsen
📍 Guadalajara