Contact Center Manager
Core
Lead and manage a global contact center team handling inbound customer and partner inquiries, transforming interactions into innovative opportunities while driving operational excellence.
Role type
Senior Contact Center Manager
Builds
Customer support workflows and partner engagement programs for NVIDIA
Domain
Technology / Customer Experience
Deliverable
dashboards & analysis
Required skills
Team leadership, SLA management, CRM proficiency, Data analysis, Change management, Escalation handling, Partner relations, Workflow optimization, Software tool enhancement, Performance benchmarking
Preferred skills
AI/Technology sector experience, NVIDIA product knowledge, Bilingual abilities, Advanced degree
Technologies
CRM platforms, Contact center software, Reporting tools
Responsibilities
Lead and develop a high-performing contact center team; Handle daily queue flow via phone, email, and chat; Own benchmarks like AHT, CSAT, and QA; Use reporting to identify gaps and reduce repeat contacts; Partner with internal teams to streamline workflows; Manage triage and escalation of high-severity calls; Handle partner concerns and complex issues; Partner with IT to enhance support tools.
