Global Contact Center Manager

Gartner Inc.; Little Rock (AR); On-site; USD 68,400 - 107,000; Full time

Benefits offered by this job

Annual bonus

PTO

401(k) match

Stock purchase plan

Job summary

Gartner seeks a skilled professional to manage the Global Contact Center vendor and elevate service quality. You will oversee daily operations, resolve issues, and drive efficiency while aligning with Gartner standards.

The role includes implementing training, establishing KPIs/SLAs, and guiding staffing decisions for optimal performance. The position requires 3–5 years in vendor management and 2+ years in project/process improvement, with strong Excel and MS Office skills.

Qualifications

• Bachelor’s degree required.
• 3–5 years of customer service and/or events vendor management experience.
• 2+ years in project management and/or process improvement.
• Fully competent in Microsoft Office with strong Excel skills.
• Ability to manage multiple tasks and priorities.
• Experience with customer support platforms, troubleshooting, and escalation resolution.
• Strong business writing and communication skills.
• Must analyze vendor performance reports, KPIs, and spot trends for improvement.

Responsibilities

• Oversee daily operations of the Global Contact Center vendor and future initiatives.
• Serve as primary contact for issue resolution, optimizing processes and driving efficiency.
• Ensure alignment with Gartner goals and standards.
• Implement strategies and trainings for continuous improvement of the Contact Center.
• Establish KPIs and SLAs and monitor performance against targets.
• Conduct team interviews and staffing recommendations.
• Data management and reporting/analytics for Contact Center performance.
• Recommend improvements to management and assist in implementation.
• Answer escalated client inquiries and coordinate with internal teams for resolution.
• Collaborate with internal Registration and Technology teams to prioritize vendor systems.
• Ensure adherence to policies, procedures, and regulatory requirements.
• Provide process enhancements to improve client experience.
• Assist with customer calls as needed.
• Participate in special projects or assignments.
• Travel to events and provide onsite support as determined by Manager.

Skills

Vendor management

Project management

Data analysis

Stakeholder communication

Excel

MS Office

Process improvement

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Job description

This role supports the Customer Service Center of Excellence by managing the Global Contact Center vendor, focusing on performance oversight and elevating service quality.

Responsibilities

• Manage the daily oversight of our Global Contact Center vendor and future initiatives.
• Act as the primary point of contact for issue resolution, optimizing processes, and driving efficiency in the Contact Center.
• Ensure constant alignment with Gartner goals and standards.
• Implement strategies and trainings for continuous improvement of the Contact Center.
• Collaborate to establish key performance indicators (KPIs) and service level agreements (SLAs) for the team, monitoring performance against set targets.
• Conduct team member interviews and make staffing recommendations.
• Data management and reporting/analytics for Contact Center performance.
• Make recommendations to management based on findings and assist in implementing them.
• Answer escalated client inquiries and partner internally for resolution.
• Work with internal Registration and Technology teams to manage priorities for systems used by our vendor.
• Ensure adherence to Global Contact Center policies, procedures, and regulatory requirements.
• Provide process enhancements, ensuring the highest level of client experience.
• Assist with customer calls as needed.
• Participate in special projects or assignments as needed.
• Travel to events and provide onsite support as determined by Manager.

Qualifications

• Bachelor’s degree in any field.
• 3‑5 years of customer service and/or events vendor management experience.
• 2+ years in project management and/or process improvement.
• Fully competent in Microsoft Office with strong Excel skills.
• Ability to manage multiple tasks simultaneously and prioritize workload.
• Experience with customer support platforms, troubleshooting and escalation resolution.
• Ability to drive commitments and communications from internal teams as the liaison between Gartner and the Contact Center vendor.
• Strong business writing and communication skills.
• Must be able to analyze vendor performance reports, identify key metrics (KPIs), and use them to spot trends and opportunities for improvement.

Benefits

• Competitive base salary range of $68,400 – $107,000.
• Participation in an annual bonus plan or a role‑based, uncapped sales incentive plan.
• Market‑leading benefits including generous PTO, 401(k) match up to $7,200 per year, and discounted company stock purchase options.