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 Mana...