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Part-Time Client Helpline Team Lead

Part-Time Client Helpline Team Lead - 10381

Operations - USA Oldsmar, Florida 

The Client Helpline Manager supervises the day to day activities and performance of the Nielsen Client Helpline support professionals including staffing to appropriate levels, coaching performance, assessing agent scorecard, monitoring call volume, monitoring customer hold times and implementation of support procedures, processes adhering to our Service Level Agreements.  The Client Helpline Manager is responsible for ensuring that all customer requests are responded to within the established quality and procedural guidelines. This includes creating and maintaining a phone schedule, monitoring the daily work flow, scheduling training for staffing, and serving as a high level resource for problem resolution. This level acts as a people manager, mentor and coach to agent/admin staffing.

 

Responsibilities include:

  • Responsible for integrating new support teams into the existing model leveraging our processes, procedures, tools and technologies

  • Oversee multiple agent teams supporting different business segments and/or regions

  • Front-line people managers - this includes all human resources-related issues, frequent performance feedback engagement for direct reports, conduct performance reviews, administer performance improvement plans, hire staffing, mentor and coach direct reports

  • Implement support procedures

  • Attend product release, certification meetings and work with management to establish training priority & plans for all staffing, size & scope work for resource planning

  • Financial

    • Assist with fiscal responsibility in supporting expenses

    • Assist with meeting budget and productivity targets

    • Assist with planning and development of estimates for onboarding new work

  • Manage day to day activities and performance of Nielsen Client Helpline associates

    • Day to day planning, operation & problem solving to meet our required SLA

    • Implement & enforce corporate and departmental policies and procedures

    • Call Pilot Alert Monitoring

    • Monitor metrics and KPIs daily/weekly to gauge health of the team’s performance and quality

      • Daily

        • Survey Feedback

        • Telephony Data (Login/Logout, Not Ready, TSF, Abandons, etc.)

        • Overall Volume & Volume Distribution

        • Aged Ticket Report

      • Weekly

        • Overall Scorecard (Volume, KPI, Top 20, Cycle Times, FCR, Escalation Rates etc.)

        • Account or product-level reports for high-profile organizations/applications

        • Non-Compliance

      • Develop and analyze additional metrics as warranted

    • Review & provide ongoing feedback on individual agent/admin metrics to identify training or coaching opportunities

      • Quality Audits

      • Agent Scorecards (Volume, Telephony, etc.)

      • Skills Matrix

      • Develop and analyze additional metrics as warranted

    • Establish role expectations & accountability for direct reports

      • For all performance-related communications, recap immediately via email with the associate and cc yourself for record retention & contribution toward annual performance review

    • Review/submit payroll information, inclusive of Temps/Contractors

    • Review and approve time off requests in a timely manner

    • Manage ACD skill set assignments

    • Actively coordinate, conduct and participate in training sessions. Apply concepts learned.

  • Investigate and provide timely and accurate feedback to concerns raised by clients or stakeholders

  • Act as liaison between department and escalation teams

  • Act as a backup for other Managers

    • Have familiarity with the other business segments, tools, and processes

  • Perform employee onboarding and training, inclusive of equipment and software provisioning as well as cover Nielsen Overview and Orientation documentation to new hires

  • Foster a positive attitude, morale and team-culture across the teams

  • Evaluate and adjust to maintain and plan appropriate staffing levels

  • Ensure adequate coverage levels for BAU and special project needs

  • Interact and develop rapport with varying stakeholders ranging from product leadership, professional/client services, business and technology liaisons, clients, management, etc.

  • Work across executives in Client Services, BTS, Professional Services, IT and Product Leadership to resolve and coordinate product and delivery issues

  • Keep upper management apprised of significant customer concerns & feedback

  • Complete assignments accurately and effectively as required by Client Helpline Leadership

    • Confirm understanding of requirements, timelines and priorities

    • Ask Questions & Provide Feedback

  • Deliver ideas, concerns and suggestions to promote process and quality improvements; drive solutions

  • Provide candid feedback on business critical issues and strategies to upper management

  • Actively participate in BPI projects as they arise

  • Develop and provide presentations regarding area of function or business to internal and external stakeholders

Required Qualifications

  • 3+ years experience in a customer support, help desk, or call center environment

  • Ability to work Sunday through Thursday, 10pm-4am ET to support our clients in SE Asia

  • 1+ years supervisory experience or equivalent preferred

  • HDI Management Certification preferred

  • High tolerance for stressful situations

  • Demonstrated conflict resolution skills

  • Demonstrated initiative and motivation to provide quality services

  • Excellent customer service skills

  • Excellent oral and written communication skills

  • Strong analytical and problem-solving skills

  • Strong conflict management and resolution skills

  • Positive, customer service attitude and communication skills

  • Customer & Team focus

  • Intermediate to Expert knowledge of Microsoft Office Suite

  • Basic knowledge of industry applications

  • Proven success functioning independently as well as within a team structure – always representing the best interest of our clients and operating within the vision of the Nielsen Client Helpline leaders

Preferred Qualifications

  • Advanced knowledge in supporting Nielsen Proprietary applications

  • Help Desk Industry Professional Certification

  • HDI Management Certification preferred

  • Multi-Lingual (English, Spanish, French, German, Italian, Portuguese)

  • Basic knowledge of employment law

  • Basic to Intermediate knowledge of phone ACD programming and voice recording software

  • Advanced knowledge in troubleshooting personal computers (operating system, Microsoft Office, web browsers)

  • Expert knowledge of Nielsen business and corresponding proprietary applications

 

Travel may be required for training purposes which can span 3-6 weeks at a time and 1-2 weeks ongoing.

 

Initial onboarding & training is typically conducted during core business hours after which the employee may be moved to hours defined in the job posting.

 

About Nielsen:

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio, and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement.

By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit www.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: Regular 

Primary Location:  Oldsmar,Florida 

Secondary Locations: , , , 

Travel:  Yes, 5% of the Time 

Company
Nielsen
Posted
08/19/2018
Type
Full time
Location
Oldsmar, FL 34677, US