Description
We are seeking a Contact Center Manager whose leadership goes beyond managing calls. A leader who can transform everyday interactions into innovative chances.
In this role, you'll serve as the link between individuals and results, contributing to the growth and maintenance of our culture. You'll guide agents to become assured problem-solvers and translate data into actionable insights!
Our global contact center represents NVIDIA's customer experience on a global scale. Your team manages various types of customer needs, from general questions and sensitive security matters to important partner concerns. You will lead a team handling inbound contacts worldwide, ensuring each interaction reflects NVIDIA's dedication to quality. The team also supports NVIDIA's business partners by providing training, updates on programs, and assistance with special resources and offers.
Responsibilities
- Lead, manage, and develop a high-performing contact center team, setting clear expectations, strengthening accountability, and building an inclusive, customer-first culture.
- Handle daily duties and direct queue flow using phone, email, and chat to fulfill SLAs while guaranteeing quality and customer satisfaction.
- Own contact center benchmarks such as customer relations management (CRM), average handling time (AHT), customer satisfaction (CSAT), quality assurance (QA), and lead initiatives that improve efficiency, quality, and customer outcomes.
- Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
- Partner with internal teams to streamline and strengthen end-to-end customer workflows.
- Manage the triage and escalation of high severity customer calls and security-related situations.
- Handle partner concerns and complex customer issues with confident decision-making, coordinating across departments to drive timely resolution and phenomenal experiences.
- Partner with IT to enhance call center software and tools to continuously improve support solutions.
Requirements
- Bachelor's degree in Business Administration, Management, or equivalent experience.
- 4+ overall years of experience in a customer support environment, including at least 2+ years in a people management role.
- A people-first leader who excels in a fast-paced environment and understands how to balance emotional intelligence with operational excellence.
- Strong analytical abilities to assess performance metrics and develop actionable plans.
- Strong ability to communicate clearly and work well with others to foster collaboration.
- Ability to drive and handle change in a fast-paced environment.
- Data-driven outlook with experience building reports, interpreting important metrics, and translating insights into improvements.
- Skilled in contact center software and CRM platforms.
Nice to Have
- Advanced degree or comparable experience in a related field.
- Experience working in the technology sector or with products based on artificial intelligence.
- Proven success in driving significant improvements in customer happiness.
- Familiarity with NVIDIA products and services.
- Bilingual or multilingual abilities to support a diverse customer base.
You will also be eligible for equity and benefits.