Shift Lead - Real Time Analyst.

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.

• 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)

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