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.

📌 Shift Lead/Real Time Analyst Questions (Guadalajara)
🏢 The Nielsen
📍 Guadalajara