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Global Contact Center Manager

2 months ago

Irving, Texas, United States Gartner Full time
About the Role

Gartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.

Key Responsibilities
  • Manage the daily oversight of our Global Contact Center vendor, ensuring alignment with Gartner's global standards.
  • Act as the primary point of contact for issue resolution, optimizing processes, and driving efficiency in the Contact Center.
  • Implement strategies and trainings for continuous improvement for our Contact Center, ensuring constant alignment with Gartner goals.
  • Collaborate to establish key performance indicators (KPIs) and service level agreements (SLAs) for the team and monitor performance against set targets.
  • Conduct team member interviews and make staffing recommendations, ensuring the highest level of client experience.
  • Data management and reporting/analytics for Contact Center performance, providing insights for process enhancements.
  • Make recommendations to management based on findings and assist to implement them, ensuring adherence to Global Contact Center policies and regulatory requirements.
  • Responsible for answering escalated client inquiries and partnering internally for future resolution, working with internal Registration and Technology teams to manage priorities for systems used by our vendor.
Requirements
  • Bachelor's degree in any field preferred.
  • 3-5 years of customer service and/or events vendor management experience.
  • 2+ years in project management and/or process improvement.
  • Fully competent in Microsoft Office, strong Excel skills needed.
  • Ability to manage multiple tasks simultaneously and prioritize workload.
  • Experience with customer support platforms, troubleshooting, and escalation resolution.
  • Ability to drive commitments and communications from internal teams as the liaison between Gartner and the Contact Center vendor.
  • Strong business writing and communications skills.
  • Must be able to analyze vendor performance reports, identify key metrics (KPIs), and use them to spot trends and opportunities for improvement.
About Gartner

Gartner is a leading research and advisory company that helps organizations make informed decisions about technology and business strategy. We are committed to being an Equal Opportunity Employer and offer a dynamic and inclusive work environment.

We offer a competitive compensation package, including a base salary range of $68,400 - $107,000, and a comprehensive benefits program. If you are a motivated and experienced professional looking for a challenging role, please submit your application.