28 days old

Sr. Director Analyst, Customer Service Operations - FLEXIBLE LOCATION

Gartner, Inc
Arlington, VA
  • Job Code
What makes Gartner Research & Advisory a GREAT fit for you? When you join Gartner, you'll be part of a leading-edge team that values expert insights, bold ideas and intellectual courage. You'll deliver must-have research through compelling client interactions, and contribute to our double-digit growth by providing clients the unbiased insight and advice they need to make the right decisions every day. Through constant learning, discovery and collaboration, you'll help clients deliver on their mission-critical priorities, grow your career and increase your industry impact. We value hard workers - and reward you with unlimited opportunity. If you're looking to explore what's next in technology and business, Gartner is looking for you.

We're looking for a Customer Service Operations Analyst to help Customer Service leaders efficiently plan and deploy their limited resources - budget, technology investments, staff, time - to deliver high quality service and support to customers and clients. The Gartner Service Practice, with the recent acquisition of CEB, is synonymous with frame-breaking research in the customer service and support domain, including the original research and publication of The Effortless Experience, rich history of paradigm-shifting insights. The team works with more than 500+ client organizations, spanning every major industry vertical, across the world. Our research helps clients address their unique challenges by relying on original primary research, benchmarks, insights and analysis delivered through an advisory model.

If you've spent your career leading and studying customer operations and process improvement and want to share your expertise with senior executives grappling with tough operations decisions and challenges, advise hundreds of clients (not consult for a single company), research and teach best practices and cutting edge trends, get excited about improving customer service quality and efficiency, and have extensive experience in customer service operations, then this is the role for you.

Key Responsibilities:

  • Serve as an authority on customer service operations and process improvement
  • Research and represent thought leadership and advise senior Customer Service leaders on best practices in the customer service operations and process improvement field, covering aspects including:
    • Staffing optimization (workforce planning, staffing models, scheduling, queuing, process design, channel optimization, staff compensation, inbound volume forecasting, etc.)
    • Outsourcing decisions and vendor management for the customer service, support, and contact center
    • Technology and applications enabling world-class Customer operations
    • Transaction and back office automation
    • Digital service adoption
  • Provide direction to senior customer service and support leaders and heads of customer operations
  • Develop and extend advice and frameworks through written research
  • Create materials for and deliver both face-to-face and video-based presentations and discussions with clients
  • Help rapidly expand the expertise domain for a high-growth practice area
  • Ensure integrity of our research and maintain Gartner independence

Job Requirements

  • Bachelor's degree in related field
  • Broad-based customer service operations experience. The ideal candidate will have served in a variety of customer service operations, workforce planning and scheduling, and/or related roles.
  • Knowledge and experience working with innovative technologies in categories such as service operations, customer service rep enablement, customer service performance management, inbound volume forecasting, and customer service analytics
  • Stellar writing and presentation skills
  • Demonstrated ability to work in a self-motivated manner but within a collaborative team environment
  • Strong communicator who is able to explain complex concepts both concisely and simply to senior executives
  • Strong willingness to challenge conventional norms and views, persistence and intellectual curiosity to evaluate leading approaches
  • Credibility to represent Gartner research methodology and strategies effectively at a senior level

Preferred Requirements:

  • Masters or PhD
  • Experience in customer service operations, staffing and scheduling
  • Broad-based industry experience as this role serves multiple industries

Job Requisition ID:29439

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Posted: 2018-11-17 Expires: 2018-12-16
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Sr. Director Analyst, Customer Service Operations - FLEXIBLE LOCATION

Gartner, Inc
Arlington, VA

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