Contact Center Workforce Management Manager

The Contact Center WFM Manager is responsible for the overall management of Nielsen’s recruitment telephoning systems, and the team that ensures the proper flow of calling in multiple countries. Additionally, this Manager is the primary owner of capacity planning and staffing models for all Contact Center recruitment and panel relations activities.

Job Responsibilities

• Oversight and management of all telephoning and predictive dialer systems, as well as the team that supports Call Center recruitment operations and phoning.
• Work closely with Call Center management and other cross departmental staff to deliver on SLAs and cycle times.
• Conduct on-going analysis of sample performance against benchmarks, identify areas for optimizing the staging, queueing, and calling of recruitment work, maximizing sample performance and productivity.
• Maintain a close partnership with relevant Application Development, Panel Management, and other teams involved in the systems, and flows of work.
• Ensure all methodologies agreed upon both internally with Data Science and externally with the MRC are adhered to, with a focus on eliminating any chance of quality escapes.
• Oversight and management of activities around the development, maintenance, and delivery of Contact Center Capacity forecasts.
• Ensure on-time delivery of key reports and analyses of Contact Center staffing by WFM associates.
• Develop Data-Driven strategic project plans to maximize the accuracy and operational capacity of WFM generated tools and forecasts.
• Work with Contact Center leaders to manage key people metrics like shrinkage and attrition, and work with the relevant groups to predict when new "hiring waves" are needed.
• Work staff to detect, troubleshoot, and lead efforts to resolve data or system anomalies in a time-critical environment, and escalate to tech teams.
• Manage relationships with the key vendors that supply Nielsen’s telephoning systems.
• Maintain efficient operations and expense control 
• Attract, develop, and maintain high performance teams, while being a driver for team morale and a resource to remove roadblocks
• Management & Disciplinary Action delivery, Annual Reviews, and business continuity planning.
• Exceptional English skills (technical based) required
• Prior formal people management experience (1-2 years minimum)
• Prior experience in call center operations with outbound calling 
• Proven track record directly or indirectly managing, motivating, training, and directing a technical staff
• Ability to set and manage to aggressive goals in a fast paced environment
• Demonstrated success and effectiveness working in a time-critical production environment 
• Outstanding organizational and communication (verbal and written) skills, with great attention to detail. 
• Excellent leadership skills and proven ability to work effectively with other departments
• Proficiency in Google Tools (Docs, Sheets,and Slides) 
• Proficiency in Data Analytics, Dialer systems, and command-based OS’s is a bonus

What you can expect

• Hybrid position 
• Workplace Computer Equipment
• IMSS (Mexican Social Security Institute)
• 30 days of Christmas bonus (Aguinaldo)
• 16 days of vacation after the first year
• Life Insurance
• Major Medical Expense Insurance
• 9% Food Stamps
• 13% Savings Fund
• 50% Vacation Bonus

 

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