Manager, Panel Relations

Company DescriptionAt 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 DescriptionThe Manager, Panel Relations is responsible for the day to day performance and development of the Contact Center agents.

The Manager, Panel Relations will be accountable for delivering results in the areas assigned and accounting for performance, quality, employee engagement and retention.Key ResponsibilitiesEmployee Management : Act as the first level of escalation for agent questions.

Provide ongoing coaching, conduct weekly one-on-ones, and manage individual and team performance.Operational Oversight : Monitor daily production, oversee workflow, and manage administrative tasks.

You will also handle escalations for system or equipment issues as needed.Quality & Compliance : Monitor agent calls to ensure quality, enforce adherence to all policies, and ensure agents have up-to-date certifications and training.Collaboration : Work with peers and management to meet overall call center goals and objectives.QualificationsThis is ahybrid rolein our Guadalajara office.You must be fluent in both English and Spanish (verbal and written).

You have 1+ year of prior management experience and 2+ years of experience in a call center or customer service role.The role requires strong communication, coaching, interpersonal, and organizational skills.You are proficient in Google and Microsoft Office, specifically Excel and Google Sheets.Additional InformationPlease be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money.

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