Outbound Contact Center Manager

Austin, TX, United States

Job Summary
The outbound contact center is responsible for verbal communication with C-level executives as well as written deliverables, requiring strong skills in both areas. As the most frequent point of contact for those outside the organization the team also handles ad hoc requests and concerns. The contact center drives revenue and allows GLG to meet speed metrics at critical points in the project life cycle.

The team is looking for someone to fill the role of a manager who can ensure the team continues to produce best in class service. This role will also serve as a subject matter expert on the process, providing feedback and representing the team to technology, senior management, and other internal stakeholders. As the process evolves the manager will be responsible for communicating the changes to the rest of the team and ensuring adherence to revised workflows. This is a management role but will also have an expectation around production with reduced metric targets.

Specific responsibilities Include (but are not limited to):

  • Monitor key metrics for individual team members and hold them accountable.
  • Provide feedback and enforce best practices across the workflow.
  • Manage capacity by distributing tasks to ensure SLA adherence.
  • Monitor program level KPIs. Laisse with business partners to provide feedback and resolve issues.
  • Approve timecards, invoicing, time-off, and manage other HR issues.
  • Onboard and train new individual contributors.
  • Troubleshoot technology issues and improvise solutions.
  • Act as an individual contributor generating output in a reduced capacity.

An ideal candidate will have the following:

  • Bachelor’s degree or commensurate work experience.
  • Results driven and motivated individual.
  • Exceptional verbal and written communication skills.
  • Strong interpersonal skills and the ability to deliver feedback.
  • Previous contact center experience.
  • 1 -3 years’ experience managing a team.
About GLG / Gerson Lehrman Group
GLG’s platform connects business to expertise for smarter, faster decisions. Our clients rely on GLG’s 650,000+ member-experts and 1,800 employees around the globe to provide 24/7 insight and exceptional service within a rigorous compliance framework. Visit www.glg.it. Apply

EEO Policy Statement
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.