Global Contact Center Manager - CSAT & Insights Lead Equity

NVIDIA Corporation; United States; On-site; USD 72,000 - 115,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

NVIDIA Corporation is seeking a Contact Center Manager to transform everyday interactions into opportunities, guiding agents to become confident problem-solvers and translating data into actionable insights. This role supports NVIDIA's global customer experience and partner relationships with a focus on quality and outcomes.

The ideal candidate will drive performance, coach a diverse team, and collaborate across IT and other departments to continually enhance support solutions and processes.

Qualifications

• Bachelor's degree in Business Administration, Management, or equivalent experience.
• 4+ years in customer support, including at least 2+ years in people management.
• People-first leader who excels in a fast-paced environment.
• Strong data-driven mindset with ability to translate metrics into improvements.
• Excellent communication and collaboration skills.

Responsibilities

• Lead and develop a high-performing contact center team with clear expectations.
• Manage daily duties and queue flow via phone, email, and chat to meet SLAs.
• Own CRM, AHT, CSAT, QA benchmarks and drive improvements.
• Use reporting and trend analysis to identify gaps and actions.
• Partner with internal teams to streamline end-to-end workflows.
• Triage and escalate high-severity calls and security issues.
• Coordinate with IT to enhance call center software and tools.

Skills

Analytical skills

Communication

Collaboration

Change management

Education

Bachelor's degree in Business Administration or equivalent

Tools

CRM platforms

Contact center software

Job description

NVIDIA Corporation is seeking a Contact Center Manager to transform everyday interactions into opportunities, guiding agents to become confident problem-solvers and translating data into actionable insights. This role supports NVIDIA's global customer experience and partner relationships with a focus on quality and outcomes.

The ideal candidate will drive performance, coach a diverse team, and collaborate across IT and other departments to continually enhance support solutions and processes.