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.
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
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
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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