Manager Call Center

Job Description

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.
Key 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.

Qualifications

• 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.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

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