Call Center Anaylst

Nielsen - Oldsmar, Florida

In collaboration with a team of analysts managed two call centers in Oldsmar, FL and in Dallas, TX for Nielsen's TV ratings. Managed multiple call center projects on consumer research studies and brought them to completion, always on time and at excellent compliance levels.

• Monitored and managed 100 to 250 call center staff on a macro level.
• Conducted daily call center meetings that informed various team and group leaders about our strategy for the day.
• Strategized and made staffing decisions based on different projects needs while always striving to achieve maximum efficiency. Call center idle time decreased by 8% in 2017 compared to previous year.
• Created my own forecasting calculator tool in Excel that forecasts how many hours are required to bring a project to completion. This tool resolved the issue of under- or over-staffing. This accurate tool was permanently integrated for the whole team to use.