Global Contact Center Operations Manager

3 days ago

Irving, Texas, United States Gartner Full time
Job Summary

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, overseeing daily operations, and driving continuous improvement initiatives to deliver world-class service aligned with Gartner's global standards.

Key Responsibilities
  • Manage the daily oversight of our Global Contact Center vendor, ensuring seamless operations and continuous improvement.
  • Act as the primary point of contact for issue resolution, optimizing processes, and driving efficiency in the Contact Center.
  • Ensure constant alignment with Gartner goals and standards, implementing strategies and trainings for continuous improvement.
  • 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 right talent is in place to deliver exceptional service.
  • Manage data and reporting/analytics for Contact Center performance, providing insights to drive business decisions.
  • Make recommendations to management based on findings and assist in implementing them, driving business growth and improvement.
  • Responsible for answering escalated client inquiries and partnering internally to resolve issues.
  • 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, and participate in special projects/assignments as required.
  • 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, with strong Excel skills.
  • 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.
  • Ability 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 opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability.

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