Senior Manager, Call Center at Nielsen in Guadalajara, Jalisco, MX

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

We are seeking a strategic, visionary, and tech-forward Senior Manager, Call Center to lead our entire outbound call center operations. In this role, you will hold full operational and strategic accountability for the Business Unit by defining the roadmap, driving cost-efficiency, and developing data-driven capacity models to scale outbound campaign performance across the call center. A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across outbound calling teams. Managing a team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards, outbound conversion targets, and SLA delivery.

What You Will Do

• Strategic Leadership: Define the long-term operational roadmap for outbound call center operations to align with global corporate growth.

• Outbound Operations & Performance Framework: Design, strengthen, and implement a robust business performance framework tailored to outbound calling environments to drive conversion, accountability, and continuous evaluation across all levels.

• AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze call metrics, and drive operational efficiency across dialers and agents.

• Budget & Capacity Planning: You will build practical capacity models to manage agent headcount and shift schedules for outbound campaigns while monitoring team expenditures and aligning operational costs with the annual budget. Additionally, you will lead engagement activities and track attrition rates to boost team retention, morale, and overall productivity.

• People Development: Mentor, coach, and develop call center team leads and managers, establishing clear career progression and alignment with core operational KPIs.

• Operational Execution: Oversee multi-team delivery, set daily outbound priorities, optimize agent utilization and dialer resources, and resolve operational bottlenecks.

• Stakeholder Management: Serve as the call center operations subject matter expert and deliver strategic updates to senior leadership, external vendors, and regulators.

Qualifications

• 3 to 5 years of direct call center supervisory or management experience, with proven hands-on experience leading outbound call center operations.

• Demonstrated success in building, expanding, or strengthening operational performance and accountability frameworks in a call center setting.

• Deep experience in workforce management and capacity planning methodologies tailored to high-volume outbound environments.

• Proven experience managing department budgets and scaling contact center resources effectively.

• Tech-savvy approach with experience or a strong aptitude for adopting and leveraging AI tools to improve team productivity, contact rates, and data analysis.

• Advanced / Fluent English (written and spoken) for executive-level reporting and global collaboration.

• Ability to work a hybrid schedule (3 days on-site / 2 days remote).
  
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Additional Information

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At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.