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

We are seeking a strategic, visionary, and tech-forward Senior Manager, Call Center to lead our entire outbound call center operations. In this role, you will hold full operational and strategic accountability for the Business Unit by defining the roadmap, driving cost-efficiency, and developing data-driven capacity models to scale outbound campaign performance across the call center.



A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across outbound calling teams. Managing a team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards, outbound conversion targets, and SLA delivery.

What You Will Do

Strategic Leadership: Define the long-term operational roadmap for outbound call center operations to align with global corporate growth.
Outbound Operations & Performance Framework: Design, strengthen, and implement a robust business performance framework tailored to outbound calling environments to drive conversion, accountability, and continuous evaluation across all levels.
AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automat

📌 Senior Manager, Call Center (Guadalajara)
🏢 Nielsen
📍 Guadalajara