Real Time Routing Specialist

This position is responsible for managing the flow of all calling work within our recruitment call center, as well as working to consistently optimize efficiency and effectiveness of that work. This role is accountable to the running of Nielsen's auto dialer services and ensuring all work is executed accurately and timely in a high-paced environment, and a technical background or prior auto-dialer experience is preferred to ensure success of calling.

Responsibilities

• Manage daily CATI and predictive dialer operations to meet active calling campaign goals.
• Oversee production shifts, monitor multiple campaigns, and adjust priorities to exceed performance metrics and quotas.
• Generate and distribute EOD reports detailing production and performance outcomes.
• Perform core CATI tasks including setting up callbacks, correcting data errors, and verifying sample accuracy.
• Maintain real-time queue records with speed and accuracy.
• Lead pre-shift meetings to communicate project updates, quotas, and instructions to staff.
• Collaborate with staff and cross-functional teams to achieve daily production goals.
• Troubleshoot and resolve system and data anomalies with the Application Development team.
• Modify CATI data to ensure sample integrity and adherence to SLAs.
• Drive process improvements and automation to streamline operations and increase effectiveness.
• Partner with WFM to determine staffing requirements for call center functions.
• Set up and configure new CATI campaigns for client accounts prior to launch.
• Professional Experience & Skills:
• Bachelor’s degree or equivalent experience; relevant certifications or advanced coursework preferred.
• Fluent in the English and Spanish Language
• Strong Experience utilizing an automated dialer service or working in a dialer environment
• Technical Experience with Managing an automated dialer service
• +2 years prior call center experience (preferred)
• Excellent communication skills (Verbal & Written)
• Strong Interpersonal Skills
• Organizational and time management skills
• Proficient in Google, Windows & Microsoft Office, specifically in Excel and Google Sheets
• 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)

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.