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Job Details

Contact Center Manager

Company name
Nest Labs

Parsons, WV

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Description Nest's Customer Support Organization (CSO) is responsible for taking care of Nest\u2019s consumer, professional, retailer, and channel partner customers with everything from pre-sales and order management questions to training and technical support.\u00a0 The work: Deploy contact center strategies, build partnerships, lead operations, and ensure competencies and compliance at a given site (location) to provide high quality customer care and technical support for customers Lead a partner-resourced team to contribute to the network-wide contact center operations, directing their support activity, guiding their performance, and tracking their results Work with selected vendors to align contact center operations with the contract (i.e., statement of work), product portfolio, customer requirements, contact volumes, channel dynamics, policies & procedures, and any special business programs and targets Maintain appropriate staffing, training and service levels and standards to optimize customer satisfaction with total support costs Oversee the implementation of the company\u2019s prescribed policies and procedures to ensure efficiency, effectiveness, and compliance Foster agent proficiency at the site by focusing on vendor-administered selection criteria, on boarding, work environment, skill development, certification, remediation, rewards, communications, and career paths Act as a liaison between Nest and the partner site to maintain network disciplines and performance involving telecommunications, tools, and protocols to ensure proper capacity planning, contact distribution, event routing, interaction quality, data capture, and agent productivity Minimum qualifications: Bachelor\u2019s degree 4 years of experience in contact center operations Management and\/or supervisory experience 1 years working in customer service function for a hi-tech or consumer electronics product Experience in deploying, administering, or using CRM and\/or Telephony systems Experience in working in a cross-team and cross-site collaborative environment Preferred qualifications: Executive-level communication skills and experience Track record of excellent business judgement and application of best practices in operations Ability to make key decisions independently and under pressure Program and project management expertise and\/or credentials Vendor management experience Analytical and detail-oriented

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Nest Labs
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