Overview

At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love. We believe music should be easily accessible and that listening to music will make people live richer lives. We want to create a win-win situation for people who love listening to music and people who love creating music.

We seek an outstanding Contact Center Operations Manager to be responsible for all operations at our Flagship Contact Center in Cambridge, England.

Summary
This individual will define strategic direction and execute a plan for the Cambridge Customer Support Contact Center towards becoming a world class Flagship Center of Excellence. This person will work with the team to create specialized customer support teams that will include Quality Assurance, Incubation, Help Desk, T3 Support that will ensure the Spotify Culture and CS DNA is enabled as we begin T1 & T2 growth with Outsourced Partners. The person in this role will oversee all operations related to this piece of business and work with executive management and cross functional teams to build a world class Flagship contact center that exceeds customer expectations, scales responsibly, and enhances the Spotify brand.

This person will manage the day-to-day operations as well as drive best-in-class performance across all key performance indicators including but not limited to: customer satisfaction, operational efficiency, service levels, first contact resolution, customer effort, NPS and retention. The ideal candidate will have experience establishing and implementing processes and procedures for contact center operations.

THE MISSION SHOULD WE CHOOSE YOU TO ACCEPT IT

Collaborate with Global Customer Support team to build contact center infrastructure in rapid growth, entrepreneurial environment
Provide leadership for the contact center team, coach and develop direct reports
Consistently monitor the contact center volumes and direct reports
Monitor contact flow and activity between customers and staff to ensure quality and consistent superior customer experience is being provided
Set department goals and provide guidance to the managers, supervisors and staff to successfully achieve these and their goals
Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives
Responsible for driving and reporting all statistical data in addition to bringing creative ideas that will increase performance
Keeps a constant pulse on key metrics
Regular review of departmental processes in order to execute process improvement opportunities

WHAT YOU NEED TO GET AN AUDITION

Bachelors Degree or equivalent contact center experience
7+ years contact center management experience in a multi-channel environment
Extensive experience working with all contact channels, including: Phone, Email, Chat, Social
Expertise in utilizing key metrics to evaluate and recommend best practices for contact center operations
Excellent customer interface and customer focus skills
Demonstrated organizational and project management skills
Ability to prioritize and re-prioritize activities, multi-task and follow tasks to completion
Understands key metrics and thorough understanding of analysis