Manager, Call Center

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.

As the Manager Call Center, you will serve as the primary supervisor for our business support team, overseeing the end-to-end recruitment of research panels and the management of participant databases. This is a working supervisor role; you will be responsible for the team’s results while remaining hands-on with recruitment tasks. You will work within established practices to ensure our research panels are high-quality, compliant, and ready for deployment.

Responsibilities

Supervisory Leadership: Provide day-to-day supervision to the business support staff, ensuring both the quality and quantity of tasks performed meet our rigorous standards.; Recruitment & Database Oversight: Coordinate recruitment efforts for specialized research panels and maintain the integrity of participant databases.; Problem Solving: Analyze information to solve ongoing operational problems and identify efficiencies within recruitment workflows.; Coaching & Development: Provide consistent coaching on performance, coordinate daily team activities, and conduct quality checks on work progress.; Operational Alignment: Utilize a comprehensive understanding of processes and systems to ensure the team integrates seamlessly with other departments to achieve shared objectives.

Requirements

Experience: 6+ years of experience in business support functions, including direct supervisory experience.; Expertise: Comprehensive understanding of processes, procedures, and systems related to recruitment and database management.; Communication: Exceptional tact and diplomacy, ability to communicate ideas and instructions in a concise, logical, and professional manner.; Strategic Integration: Knowledge of how the recruitment team integrates with the broader research organization to coordinate resources effectively.; Impact: A proven track record of impacting the overall quality and output of a support team.