Global Contact Center Manager

Gartner Conferences delivers world-class conferences across the globe, attracting tens of thousands of attendees and exhibitors each year. The Customer Service Center of Excellence is focused on shaping a world class experience for all clients and attendees who attend Gartner Conferences.

As an ideal candidate, you would support the Customer Service Center of Excellence team by managing our Global Contact Center vendor focusing on performance oversight and upleveling the service we provide our clients. This individual will use critical thinking to implement strategies for continuous improvement to deliver world class service aligned with Gartner’s global standards.

What you’ll do:

• Manage the daily oversight of our Global Contact Center vendor as well as 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 for our Contact Center 

• Collaborate to establish key performance indicators (KPIs) and service level agreements (SLAs) for the team and monitor 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 to implement them

• Responsible for answering escalated client inquiries and partnering internally to for future resolution

• Work with internal Registration and Technology teams to manage priorities for systems that our vendor uses

• Ensure adherence to Global Contact Center policies, produces and regulatory requirements

• Provide process enhancements, ensuring the highest level of client experience

• Assist with customer calls, as needed

• Participates in special projects/assignments as needed

• Travel to events and provide support onsite as determined by Manager 

What you’ll need:

• 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, strong Excel skills needed 

• 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 communications skills

• Must be able to analyze vendor performance reports, identify key metrics (KPIs), and use them to spot trends and opportunities for improvement

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Who are we? 

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work? 

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexu