Call Center Director

Nielsen Media Research, the leading provider of television audience measurement and advertising services, has an immediate opening for an action-oriented Call Center Director. Nielsen has call centers in two locations and operates 360 days per year and an average of 20 hours per day.

 

Key Responsibilities:

?  Ability to balance existing production demands while leading strategic direction of the department

?  Responsible for all aspects of survey research telephone operations which includes the management of over 1600 staff members

?  Accountable for time-sensitive and high-quality deliverables

?  Lead and motivate staff while recognizing and implementing process improvements

?  Works within business code of conduct and company guidelines to direct and lead the team to accomplish departmental and company initiatives

?  Represents Nielsen and participates within the local community in community relations efforts

?  Responsible for identifying opportunities for process improvements and efficiencies

?  Ensures compliance with departmental/corporate guidelines

?  Responsible for infrastructure management, staff management, project management and daily production

 

Qualifications:

?  10 years of direct operations/people management at a senior level

?  Demonstrated ability to lead, motivate, and develop large, cross-functional, geographically-split staff

?  Proven ability to deliver high-quality business results in a rapidly changing environment

?  Ability to develop and implement departmental strategic vision

?  Strong analytical and problem solving skills

?  Strong project management skills (including technical and process/staffing projects)

?  Commitment to continuous quality improvement and process reengineering

?  Ability to efficiently manage resources while meeting/beating financial goals

?  Excellent oral, presentation and written communication skills

?  Bachelors degree or higher in related field

?  Extensive knowledge and practice of HR/Legal guidelines

?  Ability to travel

 

 

Nielsen Media Research is a subsidiary of VNU, Inc., one of the world's leading publishing and information companies (www.vnu.com). EOE/M/F/D/V

 

To apply, please visit www.nielsenmedia.com and click on Job Seekers, Job Search.