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Job Details

Contact Center Manager

Company name
Google, Inc.

Remote, OR

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Contact Center Manager




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.

Company info

Google, Inc.
Website :

Company Profile
Google Inc., a technology company, builds products and provides services to organize the information. The company offers Google Search, which provides information online; Knowledge Graph that allows to search for things, people, or places, as well as builds systems that recognize speech and understand natural language; Google Now, which provides information to users when they need it; and Product Listing Ads that offer product image, price, and merchant information. It also provides AdWords, an auction-based advertising program; AdSense, which enables Websites that are part of the Google Network to deliver ads; Google Display, a display advertising network; DoubleClick Ad Exchange, a marketplace for the trading display ad space; and YouTube that offers video, interactive, and other ad formats. In addition, the company offers Android, an open source mobile software platform; hardware products, including Chromebook, Chrome, Chromecast, and Nexus devices; Google+ to share things online with people; Google Play, a cloud-based digital entertainment store for apps, music, books, and movies; Google Drive, a place for users to create, share, collaborate, and keep their stuff; and Google Wallet, a virtual wallet for in-store contactless payments. Further, it provides Google Apps, which include Gmail, Calendar, and Google Sites that are built for people to work anywhere, anytime, on any device without loss of security or control; Google Maps Application Programming Interface; and Google Earth Enterprise, a software solution for imagery and data visualization. Additionally, the company offers Google App Engine, a platform as a service offering; Google Cloud Storage; Google BigQuery for real time analytics; Google Cloud SQL for structured query language; and Google Compute Engine, an infrastructure as a service platform. It also offers mobile wireless devices, and related products and services. Google Inc. was founded in 1998 and is headquartered in Mountain View, California.

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