Contact Center Manager

Overview: - Position involves daily management and development of Contact Center agents. - Focuses on delivering results in performance, quality, engagement, and retention. - Part of a dynamic team committed to excellence and making an impact. Key Responsibilities: - Act as the first point of contact for agent inquiries and concerns. - Monitor and coach on performance, attendance, timekeeping, conduct, and quality compliance. - Handle daily administrative tasks, ensure policy adherence, and oversee study production/workflow. - Provide and document coaching, ensure up-to-date certifications, and facilitate training and career development. - Manage individual and team performance using reports. - Conduct one-on-ones, annual check-ins, and team meetings for updates and engagement. - Maintain personal certifications, participate in quality calibrations, and collaborate with peers/management. - Provide support to other studies as needed. Requirements/Skills/Qualifications: - Fluent in English and Spanish (Bilingual positions require fluency in both). - 1+ year prior call center management or equivalent experience. - 2+ years prior call center or customer service experience, outbound calling preferred. - Prior experience in sales, education, customer service, collections, or similar preferred. - Excellent communication skills (Verbal & Written). - Strong interpersonal skills. - Effective coaching skills. - Organizational and time management skills. - Proficient in Google, Windows, and Microsoft Office, specifically in Excel and Google Sheets. Compensation & Benefits: - Not specified in the provided text. Security Notice: - Be cautious of job-seekers targeted by scammers. - Official communication should come from Nielsen through job boards, LinkedIn, or email with a nielsen.com domain. - Verify email communications from an @nielsen.com address. - Contact Nielsen directly through official website or verified social media channels for authenticity.