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 master of optimizing people power? Do you thrive on ensuring the right talent is in the right place at the right time? We're seeking a detail-oriented and strategic Workforce Management Analyst to be the backbone of our dynamic Contact Center operations. If you're passionate about leveraging data to drive efficiency and empower frontline teams, we want to hear from you!

In this pivotal role, you'll ensure seamless staffing, robust performance, and continuous operational excellence across our Contact Center.

What You'll Do:

• Strategic Staffing & Scheduling: Maintain and update critical tools to accurately track staff, develop seating charts and task assignments for upcoming shifts, and meticulously monitor attrition trends.

• Operational Excellence: Partner with Operations, Training, and Quality teams to execute essential upskilling, recertifications, and ensure agents are correctly certified for their assigned tasks.

• Data & Insights: Collaborate with analytics teams to deliver precise data on headcount, scheduling, and attrition, driving informed decision-making.

• Compliance & Risk Management: Monitor time-off requests, manage leave processes, and identify potential compliance risks to maintain high quality standards.

• Partnership & Growth: Work closely with Talent Acquisition and Training to enhance visibility into new hire classes, and partner with Production teams to identify and address coverage gaps or excess capacity.

What We'll Love About You:

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

• Analytical Acumen: 2+ years of experience in an analytical role or a position heavily involved with staffing.

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

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