Global Contact Center Operations Lead

Gartner; 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

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.