Manager, Call Center Operations
2 weeks ago
Who are we?
Here at Nothing, we're building a world where tech is fun again. Remember a time where every new product made you excited? We're bringing that back.
To get there we're gathering the creative and the curious. Those that are passionate enough to question the old and embrace the new. In return, you'll be part of a movement. Contributing to a global ecosystem of products that bring joy to people's lives.
In less than four years, we’ve sold over 3 million products worldwide, including Phone (1), which was listed on Time Magazine's Best Inventions of 2022 for Innovative Smartphone Design. In 2023, we released two second-generation products: the powerful audio companion Ear (2) and the highly anticipated Phone (2), marking our US debut.
We also launched CMF by Nothing, our sub-brand focused on making wonderful design accessible to all. In March 2024, we welcomed our third smartphone, Phone (2a). A powerfully unique device that enables even more people to experience the best of Nothing innovation.
A few weeks later in April 2024, we welcomed our new audio line-up. Introducing Ear, our best-ever audio experience, and Ear (a); the brightest, most vivid new member of the Nothing family.
If that sounds like something you'd like to be part of, read on...
Call Center Operations Manager will ensure efficient call center operations from vendor locations, optimize vendor relationships, and drive customer service excellence through strategic planning and leadership.
What you’ll do:
Develop comprehensive strategies to improve call center performance, efficiency, and customer satisfaction. Utilize data analytics and predictive modeling to identify trends, patterns, and opportunities for optimization. Conduct thorough assessments of current processes, systems, and workflows to identify areas for improvement. Provide ongoing feedback, coaching, and training to enhance agent performance and customer interactions. Oversee relationships with third-party vendors providing call center services or technologies. Collaborate with vendors to ensure service level agreements (SLAs) are met and contractual obligations are fulfilled. Collaborate with cross-functional teams to follow up & resolve customer issues. Evaluate vendor performance, negotiate contracts, and implement strategies to optimize vendor relationships and minimize costs. Foster a culture of continuous improvement and innovation within the call center team.
What we are looking for:
Bachelor's degree in Engineering or Business Administration Minimum of 7 years of experience in call center management (Voice, Email & Chat Support), with a proven track record of delivering measurable results. Experience in managing third-party vendors and optimizing vendor relationships. Exceptional analytical skills and proficiency in data analysis tools and techniques. Strong strategic thinking and problem-solving abilities, with a focus on driving tangible outcomes. Excellent leadership and communication skills, with the ability to influence and inspire teams. Deep understanding of call center operations, technology, and industry best practices.
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