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Call Center Leader (Dallas)

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Date: Jul 2, 2019

Location: Dallas, TX, US

Company: Nielsen

Call Center Leader (Dallas) - 38254

[[custCareerSiteTeam]] - USA Dallas, Texas 

The Dallas Call Center Site Leader will be accountable to execute the plan for outbound operations ensuring the Dallas Call Center meets business objectives and financial targets.  The Leader will have responsibility for day to day performance of the associates in the Call Center. The Leader will be accountable for meeting performance metrics including: Study rates, quality compliance, associate engagement, retention, audit results, call center financial performance, etc.

Job Responsibilities:

  • Work in collaboration with other Site Leaders to achieve:
    • Consistent execution of day to day processes and policies.
    • Consistent execution on recruitment, hiring, training
    • Employee engagement
  • Manage Budget/Productivity
  • Staff Development enhancing service, skills, knowledge and morale
  • Ongoing people management coaching/mentoring of Team Leaders and Group Leaders across multiple sites (Tampa, San Antonio)
  • Ongoing people management of Research Interviewers  behaviors / performance
  • Business Leaders and Support Teams Collaboration
    • Executes n Business Leaders expectations (e.g., performance, call monitoring, quality, SLA’s) across multiple sites (Tampa, San Antonio)
    • Cllaborates with support teams on analytics, reports, staffing, scheduling
  • Other duties as needed

Position Requirements

  • Prior call center management of 5+ years
  • People Management experience of 3 – 5 years
  • College degree
  • Excellent written and oral communication skills
  • Interpersonal skills

 

Physical Requirements

  • Ability to stand, bend, stoop, sit, walk, twist and turn
  • Ability to use a phone or wear a headset
  • Ability to use a computer, keyboard and mouse
  • Work environment is indoors with time spent walking call center floor and sitting at a desk

 

Schedule Requirements

  • Primary schedule will be M-F, but must be flexible to work outside of standard business hours as needed

 

About Nielsen:

Nielsen Holdings plc (NYSE: NLSN) is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. Our approach marries proprietary Nielsen data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. For more than 90 years Nielsen has provided data and analytics based on scientific rigor and innovation,continually developing new ways to answer the most important questions facing the media, advertising, retail and fast-moving consumer goods industries. An S&P 500 company, Nielsen has operations in over 100countries, covering more than 90% of the world’s population. For more information, visit www.nielsen.com.

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type: [[filter2]] 

Primary Location:  Dallas,Texas 

Secondary Locations: [[custAdditionalLocation1]], [[custAdditionalLocation2]], [[custAdditionalLocation3]],[[custAdditionalLocation4]] 

Travel:  [[filter4]] 


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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