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Contact Center Manager

Palo Alto, CA

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Contact Center Manager
Palo Alto
Nest's Customer Support Organization (CSO) is responsible for taking care of Nest’s consumer, professional, retailer, and channel partner customers with everything from pre-sales and order management questions to training and technical support.
*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’s 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’s 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
At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
To all recruitment agencies:
Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other company location. Google is not responsible for any fees related to unsolicited resumes.

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