Audio Focused Team Leader

Job Description

Audio Focused Team Leader - 43463

[[custCareerSiteTeam]] - USA Dallas, Texas

Position Overview

The Team Leader is responsible for day-to-day performance and development of the Research Interviewers in the Call Center. Team Leaders will be accountable for delivering results in the areas of study/cycle performance, quality, employee engagement and retention. This position is focused on Audio Point of Contact (POC) responsibilities.

Job Responsibilities

• Oversee and maintain study performance and workflow including Research Interviewer allocation to sample; escalating study/system/equipment issues when necessary
• Monitor production floor to identify and address resource needs with employee performance, attendance, time keeping, and conduct
• Monitor and address daily operational and administrative tasks
• Monitor Research Interviewers calls to address performance gaps
• Analyze and address shift performance through performance reports
• Collaborate with peers/management to meet overall call center goals and objectives
• Provide employee support and act as first level of escalation for Research Interviewer questions and concerns
• Ensure team adherence to all center policies and procedures as outlined in the call center policy addendum
• Provide and document coaching and development to Research Interviewers on day to day basis.
• Ensure Research Interviewers maintain up-to-date certification status and receive ongoing training
• Conduct weekly and annual Check-in coaching sessions
• Conduct regular Team Meetings to provide business an study updates
• Responsible to maintain personal study certification status, attend required training, and participate in Quality Calibrations
• Provide support to other studies as needed

Position Expectations

• Maintain a working knowledge of all current and active research studies in order to be a knowledgeable resource for team members
• Continued interaction with peers and CPC throughout the shift to ensure we are meeting business needs.
• Ability to explain difficult concepts in simple terms
• Personable and willing to quickly build professional relationships
• Ability to effectively communicate and positively influence performance of team members
• Ability to develop employees and improve individual/team performance
• Ability to provide effective delivery of employee feedback and coaching
• Goal focused with a willingness to provide and accept coaching and development
• Ability to arrive to work on time, and as scheduled, in order to adhere to assigned work schedule and meet team goals

Position Requirements

• Location specific to San Antonio and Dallas
• High School diploma or GED equivalency
• 18+ years of age
• 1+ year prior call center management, people management or equivalent experience
• 2+ years prior call center or customer service experience, outbound calling (Preferred)
• Organizational and time management skills
• Proficiency in CATI systems (Preferred)
• Excellent communication skills (Verbal and Written)
• Strong interpersonal skills
• Effective coaching skills
• Computer and typing skills (Data entry)
• Proficient in Windows & Microsoft Office applications (specifically in Excel)
• Fluent in the English Language (Preferred - Bilingual requires fluency in English and Spanish, both verbal and written)
• Prior experience in sales, education, customer service, collections, or similar (Preferred)

Schedule Requirements

• Weekend shift(s) required, with flexibility to adjust based on business needs

ABOUT NIELSEN

We’re in tune with what the world is watching, buying, and everything in between. If you can think of it, we’re measuring it. We sift through the small stuff and piece together big pictures to provide a comprehensive understanding of what’s happening now and what’s coming next for our clients. Today’s data is tomorrow’s marketplace revelation.

We like to be in the middle of the action. That’s why you can find us at work in over 100 countries. From global industry leaders to small businesses, consumer goods to media companies, we work with them all. We’re bringing in data 24/7 and the possibilities are endless. See what’s next with us at Nielsen: careers.nielsen.com

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type: [[filter2]]

Primary Location : Dallas , Texas

Secondary Locations: [[custAdditionalLocation1]], [[custAdditionalLocation2]], [[custAdditionalLocation3]],[[custAdditionalLocation4]]

Travel: [[filter4]]