**Job Description**

The Manager, Panel Relations is responsible for the day to day performance and development of the Contact Center agents. The Manager, Panel Relations will be accountable for delivering results in the areas assigned and accounting for performance, quality, employee engagement and retention. 

Key Responsibilities

• Employee Management: Act as the first level of escalation for agent questions. Provide ongoing coaching, conduct weekly one-on-ones, and manage individual and team performance.

• Operational Oversight: Monitor daily production, oversee workflow, and manage administrative tasks. You will also handle escalations for system or equipment issues as needed.

• Quality & Compliance: Monitor agent calls to ensure quality, enforce adherence to all policies, and ensure agents have up-to-date certifications and training.

• Collaboration: Work with peers and management to meet overall call center goals and objectives.

**Qualifications**

This is a hybrid role in our Guadalajara office.

• You must be fluent in both English and Spanish (verbal and written).

• You have 1+ year of prior management experience and 2+ years of experience in a call center or customer service role.

• The role requires strong communication, coaching, interpersonal, and organizational skills.

• You are proficient in Google and Microsoft Office, specifically Excel and Google Sheets.
  
  #LI-YL1

**Additional Information**

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.