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.​

Are you a dynamic motivator with a sharp eye for real-time optimization? Do you thrive in a fast-paced environment, guiding teams to peak performance and ensuring seamless operational flow? Join our vibrant Contact Center team as an On-Shift Performance Specialist and directly impact our daily success!

In this crucial role, you'll be at the heart of our operations, ensuring consistent productivity and desired performance levels throughout each shift.

What You'll Do:

• Real-time Performance Coaching: Monitor individual and overall call center performance, providing immediate coaching and motivation to agents and teams through chats and calls, assisting managers in resolving challenges.

• Operational Efficiency & Flow: Optimize the flow of calls by changing agents in and out of tasks based on performance, throughput, and demand. Monitor sample flow through the dialer to ensure efficient calling.

• Data-Driven Insights: Develop and deliver pre-shift, on-shift, and post-shift reports on performance statistics. Create on-shift seating charts for individual agent tracking.

• Collaboration & Support: Work with production associates to monitor sample flow and assist with queueing sample before shifts. Collaborate with agents, Team Leads (TLs), and cross-functional departments to meet daily and project-based production goals.

• Problem Solving & Recommendations: Generate End-of-Day (EOD) reports to summarize performance. Perform CATI-related tasks (callbacks, data corrections, sample accuracy). Provide valuable insights and recommendations to Operations Leaders on how to enhance on-shift performance and efficiency.

What We'll Love About You:

• Bilingual Prowess: Fluent in both English and Spanish (verbal and written) is essential.

• Coaching Expertise: Demonstrated effective coaching skills with the ability to positively influence team members' performance and development.

• Operational Experience: 2+ years of prior call center or customer service experience (preferred), including experience utilizing an automated dialer service or working in a dialer environment.

• Strong Communicator: Excellent verbal and written communication skills with strong interpersonal abilities; able to explain difficult concepts clearly.s.

• Tech-Savvy: Proficient in Google Suite, Windows, and Microsoft Office, especially Excel and Google Sheets.
  
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