Director, Call Center

Company Description

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.

Job Description

The Director, Call Center is the single-threaded owner for the entire Guadalajara site, responsible for leading a large-scale operation of 200+ customer service professionals. You will be responsible for all aspects of site performance, including operational excellence, financial management, talent development, retention initiatives and fostering a positive and inclusive culture. The ideal candidate is a data-driven operator with a proven track record of improving key performance indicators (KPIs), scaling teams, and developing future leaders. You are not just a manager; you are a builder, a mentor, and a strategic partner to the broader organization.

Key Responsibilities

Strategic Leadership & Site Management :

• Develop and execute the site’s strategic plan, ensuring alignment with global company objectives.
• Assume full P&L responsibility for the site, including budget forecasting, cost management, and resource allocation to achieve financial targets.
• Act as the primary site representative for executive leadership, clients, and community partners.
• Champion a culture of continuous improvement, identifying and implementing process enhancements using methodologies like Lean, Six Sigma, or similar.

Operational Excellence :

Team Development & Culture :

Qualifications

Additional Information

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