Contact Center Manager - Remote

Overview

The Contact Center Manager at Nielsen is responsible for overseeing the daily performance and development of Contact Center agents, ensuring quality, employee engagement, and retention.

In Short

• Act as the first point of contact for agent inquiries and concerns.
• Monitor agent performance and provide coaching.
• Handle daily administrative tasks and ensure policy adherence.
• Provide ongoing training and career development for agents.
• Manage performance using reports.
• Conduct one-on-ones and team meetings for engagement.
• Maintain personal certifications and participate in quality calibrations.
• Provide support to other studies as needed.

Requirements

• Fluent in English and Spanish (verbal and written).
• 1+ year prior call center management or equivalent experience.
• 2+ years prior call center or customer service experience.
• Prior experience in sales, education, or collections preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Effective coaching skills.
• Organizational and time management skills.
• Proficient in Google, Windows & Microsoft Office, especially Excel.

Benefits

• Join a dynamic team committed to excellence.
• Opportunity for career growth and development.
• Be part of a company that values your success.