Global Contact Center Manager

4 days ago

Irving, Texas, United States Gartner Full time
Global Contact Center Manager

Gartner Conferences is seeking a highly skilled Global Contact Center Manager to join our team. As a key member of our Customer Service Center of Excellence, you will be responsible for managing our Global Contact Center vendor, ensuring seamless operations and delivering exceptional client experiences.

Key Responsibilities:
  • Manage daily vendor oversight and future initiatives to drive continuous improvement
  • Act as primary point of contact for issue resolution, process optimization, and efficiency enhancement
  • Ensure alignment with Gartner's global standards and goals
  • Implement strategies and trainings for continuous improvement in the Contact Center
  • 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
  • Data management and reporting/analytics for Contact Center performance
  • Make recommendations to management based on findings and assist in implementing them
  • Responsible for answering escalated client inquiries and partnering internally for future resolution
  • Work with internal Registration and Technology teams to manage priorities for systems used by the vendor
  • Ensure adherence to Global Contact Center policies, procedures, and regulatory requirements
  • Provide process enhancements to ensure the highest level of client experience
  • Assist with customer calls, as needed
  • Participate in special projects/assignments as needed
  • Travel to events and provide support onsite as determined by Manager
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 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

Gartner is an equal opportunity employer and welcomes applications from diverse candidates. 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 to make a difference in the customer service industry, we encourage you to apply.

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