Shift Lead - Real Time Analyst

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

The Shift Lead - Real Time Analyst oversees the on-shift performance management of Call Center Agents and monitors sample throughput across our automated dialer systems. In this role, you will drive operational excellence by balancing real-time queue demands, maximizing agent productivity, and ensuring research calling campaigns meet daily and project-based production targets. You will serve as the frontline operational resource, translating performance metrics into real-time strategy adjustments and actionable coaching

Responsibilities

- Monitor on-shift performance in real time, balancing individual agent productivity with overall call center service levels.
- Dynamically reassign agents across queues and tasks based on live throughput, agent performance, and incoming demand.
- Assist with pre-shift sample queuing, set calling priorities, and partner with Production associates to ensure dialer sample flows smoothly and efficiently.
- Engage with individual agents and teams via chat and voice channels to maintain high morale and drive shift-wide motivation.
- Deliver clear, constructive feedback and real-time coaching to elevate individual and team output.
- Create and maintain on-shift seating and assignment charts to track active performance trends.
- Prepare and distribute pre-shift briefings, intraday updates, and comprehensive End-of-Day (EOD) production reports across all active calling accounts.
- Execute CATI-related administrative tasks, including setting up callbacks, resolving CATI data entry errors, and verifying sample accuracy.
- Synthesize shift performance data to deliver strategic recommendations and operational insights to Operations Leadership.

Qualifications

- Professional Experience & Skills: Full bilingual fluency in English and Spanish (both written and verbal) is required.
- Demonstrated experience working within an automated dialer environment or managing dialer services.
- 2+ years of experience in a call center, customer service, or market research environment (strongly preferred).
- Strong coaching, interpersonal, and motivational leadership skills with the ability to explain complex concepts clearly.
- Advanced organizational and time-management capabilities, with proven punctuality and schedule adherence.
- Proficiency with Windows, Google Workspace, and Microsoft Office (intermediate to advanced Excel and Google Sheets skills required).

- Workspace & Technical Requirements: Located within a commutable distance of the designated office location.
- Dedicated, secure, and private home workspace free from background noise to protect personally identifiable information (PII).
- High-speed internet service at your primary residence (minimum 80 Mbps download speed).
- Capability to connect directly to your router or modem via a wired Ethernet cable.

- Compensation & Benefits Equipment: Company-provided computer and work setup.
- Paid Time Off: 16 days of vacation.
- Vacation Bonus (Prima Vacacional): 50%.
- Savings Fund (Fondo de Ahorro): 13%.
- Pantry Vouchers (Vales de Despensa): 9%.
- Insurance Coverage: Major Medical Expenses (SGMM) and Life Insurance.
- IMSS (Mexican Social Security Institute)

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.