DESCRIPTION

Job Summary: This is a Night Shift Job. The Contact Center Manager is responsible for overseeing and managing the operations of a global contact center, ensuring high levels of customer satisfaction, operational efficiency, and alignment with corporate goals. This role serves as the strategic leader for all customer care processes, including digital product support (DPS) and subscription, product and service information (PSI), after-hours support, parts support, service scheduling, and other services. The manager focuses on delivering excellent support across multiple channels (phone, email, chat) while fostering a collaborative team culture. This position ensures that the contact center supports business growth, scalability, and service excellence.

• Manage the day-to-day operations of a team of Contact Center Representatives and Supervisors.
• Resolve complex business problems for team members.
• Provide timely and constructive performance feedback to employees.
• Develop employees and provide opportunities for career growth.
• Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
• Develop and monitor operations of the call center, including policies and procedures, operating structure, and workflow.
• Ensure the volume of work produced meets company standards and ensures customer satisfaction.
• Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

• Builds networks: Effectively building formal and informal relationship networks inside and outside the organization.
• Business insight: Applying knowledge of business and the marketplace to advance the organization's goals.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Develops talent: Developing people to meet both their career goals and the organization's goals.
• Drives vision and purpose: Painting a compelling picture of the vision and strategy that motivates others to action.
• Ensures accountability: Holding self and others accountable to meet commitments.
• Manages ambiguity: Operating effectively, even when things are not certain or the way forward is not clear.
• Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages conflict: Handling conflict situations effectively, with a minimum of noise.
• Optimizes work processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Strategic mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Service Capability, Capacity, and Coverage: Applying the Service Capability, Capacity, and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzing service capability metrics to identify, prioritize, and resolve channel development opportunities within the service network.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Significant experience, including supervisory experience, required.
• Previous experience in a technical role is preferred.