Global Contact Center Leader-Data-Driven & Inclusive

NVIDIA Corporation; Santa Clara (CA); On-site; USD 72,000 - 115,000; Full time

Benefits offered by this job

Equity and benefits

Job summary

NVIDIA Corporation is seeking a Contact Center Manager to elevate customer experience globally. You will lead a high-performing team, translate data into actionable insights, and partner with IT to optimize tools and workflows.

You'll guide agents to become confident problem-solvers, maintain SLAs, and drive improvements in CSAT, QA, and efficiency across all channels. This role demands a people-first leader who thrives in a fast-paced environment and fosters collaboration.

Qualifications

• Bachelor's degree in Business Administration, Management, or equivalent experience.
• 4+ years in a customer support environment, including 2+ years in people management.
• People-first leader who balances emotional intelligence with operational excellence.
• Data-driven with ability to translate metrics into actionable improvements.

Responsibilities

• Lead and develop a high-performing contact center team, setting clear expectations and building an inclusive, customer-first culture.
• Handle daily duties and queue flow using phone, email, and chat to meet SLAs while ensuring quality.
• Own CRM, AHT, CSAT, QA metrics and lead initiatives to improve efficiency and customer outcomes.
• Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
• Partner with internal teams to streamline end-to-end customer workflows.
• Triage and escalate high-severity customer calls and security-related situations.
• Collaborate with IT to enhance call center software and tools for better support solutions.

Skills

People management

Customer support

Analytical skills

Communication

Change management

Education

Bachelor's degree in Business Administration, Management, or equivalent experience

Tools

CRM platforms

Contact center software

Job description

NVIDIA Corporation is seeking a Contact Center Manager to elevate customer experience globally. You will lead a high-performing team, translate data into actionable insights, and partner with IT to optimize tools and workflows.

You'll guide agents to become confident problem-solvers, maintain SLAs, and drive improvements in CSAT, QA, and efficiency across all channels. This role demands a people-first leader who thrives in a fast-paced environment and fosters collaboration.