Manager, Global Contact Center Operations (Santa Monica, CA)

We’re looking for aManager, Global Contact Center Operations (Santa Monica, CA)

The Manager of Contact Center Operations is responsible for the tactical execution of contact center operations with an emphasis on customer care metrics, quality management, and workforce planning. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. You will help the Customer Success leadership team in their daily, weekly, monthly, and yearly planning.

In this role you will be responsible for ensuring that individuals at all levels in our organization have the systems, tools, and data to deliver timely, high-quality support to our client base. This position reports to the Sr. Director of World Wide Customer Care.

In this role you will…

  • Systems
    ❱ Maintain strategic relationships with all customer service facing enterprise systems vendors involving: telephony, IVR, WFM, case management and routing, and CSat❱ Project plan, execute and report on programs to maximize the use of existing application features to support our strategy as determined by the Sr. Director of World Wide Customer Care❱ Stay up to date with leading industry best practices by attending relevant webinars and conferences and be a catalyst for change to move our team towards those practices
  • Tools
    ❱ Oversee the development, maintenance, and enhancement of key decision-making tools including call/case forecasts, workforce planning, and performance against KPI goals set by the Sr. Director of World Wide Customer Care❱ Create, maintain and iterate tools to ensure peers are leveraging them to drive results at the team and individual level❱ Maintain headcount, skill and org chart mapping. Assist in the reallocation of skills and team members to correspond to the inbound workload as it changes
  • Analytics
    ❱ Drive development and reporting of Key Performance Indicators set by the Sr. Director of World Wide Customer Care❱ Oversee the development, maintenance, and delivery of targeted reporting for all levels of the organization.❱ Manage forecast models and deliver monthly insights to support workforce planning initiatives❱ Monitor performance against service levels and deliver weekly/real-time insights to support performance coaching❱ Ensure that contact center utilization and occupancy are managed to peak efficiency and effectiveness❱ Maintain the agent facing report with emphasis on Productivity, Quality Monitoring, and Product Knowledge to drive individual team member awareness of performance on a weekly basis
  • … and being the rockstar you are, will be willing to take on additional responsibilities as needed

You’ve got what it takes if you have…

  • 2-5 + years of relevant experience
  • Collaboration – work closely and constantly communicate with peers and other key stake holders to drive results
  • Managerial Courage – tact and the ability to defend or evangelize new ideas/change in the contact center
  • Catalyst – encourage and enable others with KPIs, analytics and tools to drive team based results towards company goals

Our Culture:

Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people are asked to describe the team, the answer is always the same: Smart, Cool, Dependable, and Visionary. We are not a typical tech company (even with our free massages, yoga studio, arcade, movie theatre, free breakfast and generous stock units), because, well, our employees aren’t your typical techies…

We’re always on the lookout for new, curious and capable people who can help us achieve our goal. So if you want to work for a friendly, global and innovative company, we’d love to meet you! What are you waiting for?

What We Do:

Cornerstone OnDemand (NASDAQ: CSOD) helps organizations to recruit, train and manage their people. We work with hundreds of the world’s largest companies—from Walgreens and Starwood Hotels & Resorts to Deutsche Post DHL and Xerox—and thousands of smaller ones to help them engage their workforces and empower their people. Our software impacts every aspect of the employee experience, helping people to make their best work even better – which ultimately translates into greater business results.

Our software and services are in use by over 26 million people in 191 countries and in 42 languages.

Check us out on Linkedin, The Muse, Glassdoor, and Facebook!

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]

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