Job Description

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.

📌 Real Time Routing Specialist (Guadalajara)
🏢 The Nielsen
📍 Guadalajara