Asia Pacific / Australia / / Macquarie Park

Call Center

#: 82656-en_US / 82656



Team Leader, Call Center Operations – 82656

Call Center – Australia 


About the Role

We are looking for an experienced online panel team supervisor to lead our online Panel team. This role will be responsible for managing the Nielsen panels, maximizing new conversion and retention rate of
panel size through inbound marketing and support communication. 


Role Responsibilities 

  • Take ownership and responsibility for the operational performance of the online Panel team by ensuring that key KPIs are achieved
  • Support and coach the online Panel team
  • Devise and implement effective initiatives to monitor customer services performance
  • Establish best practices on customer services for the team to excel in the current service standards
  • Build and develop our Nielsen panels
  • Launch Nielsen panel email, inbound marketing campaigns and support communications
  • Manage incoming calls
  • Assist panel members with ad-hoc queries and technical issues 
  • Develop strong and sustainable customer relationships
  • Manage and take ownership of the resolution process for all panellist related issues
  • Provide support to panel development-related ad-hoc projects

Qualifications & Skills 

  • Bachelor Degree in Business/Marketing-related is a plus
  • Minimum 3 years’ relevant customer service experience, preferably with market research industry, of which at least 1 year is at supervisory level supervising a sizeable team
  • Proficiency in English
  • Excellent communication, people management and troubleshooting skills
  • Pragmatic and result-focused
  • Customer orientation and ability to adapt/respond to different types of characters
  • Ability to multitask, prioritize, and manage time effectively
  • Self-motivated – self-starting, able to work both independently and in conjunction with team members, locally and globally
  • Strong team spirit – thrives on working as part of an enthusiastic and energetic team, inspiring others and keen to learn new skills from other disciplines to drive thinking further
  • Proficient in Google Sheets, Docs and Slides


About the Team 
Global Nielsen Media fuels the media industry with unbiased, reliable data about what people watch and listen to. At the core of our data is our Field & Call Center associates, who connect and build personal relationships with consumers to collect data on TV, Radio, and Digital Device consumption


About Nielsen

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth. 

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!



Job Type: Regular 

Primary Location:  Macquarie Park