Contact Center Manager

NVIDIA
Santa Clara
Workplace: OnsiteFull timeUSD 72,000 - 115,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Collaboration","Problem-solving","Change management"]

Lead NVIDIA’s global contact center team and drive customer-first service across inbound phone, email, and chat. Manage performance, SLAs, and quality while owning key benchmarks like CRM effectiveness, AHT, CSAT, and QA. Use reporting and trend analysis to identify gaps and reduce repeat contacts, triage high-severity and security-related escalations, and partner with internal teams and IT to improve workflows and contact center tools.

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FursaFursa
NVIDIA
NVIDIA
5 days ago

Contact Center Manager

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 27 minutes agoStatus: Live

Job Summary

Lead NVIDIA’s global contact center team and drive customer-first service across inbound phone, email, and chat. Manage performance, SLAs, and quality while owning key benchmarks like CRM effectiveness, AHT, CSAT, and QA. Use reporting and trend analysis to identify gaps and reduce repeat contacts, triage high-severity and security-related escalations, and partner with internal teams and IT to improve workflows and contact center tools.
Location: Santa Clara
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, manage, and develop a high-performing contact center team by setting expectations and building an inclusive, customer-first culture.
  • •Direct daily queue flow via phone, email, and chat to meet SLAs and maintain customer satisfaction.
  • •Own and improve contact center benchmarks (CRM, AHT, CSAT, QA) and initiatives that increase efficiency and quality.
  • •Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
  • •Triage and escalate high-severity and security-related customer calls; partner with IT and internal teams to streamline workflows and contact center tools.

Pay and Benefits

Salary: USD 72,000 - 115,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Bachelor’s degree in Business Administration, Management, or equivalent experience.
  • •4+ years of experience in a customer support environment, including 2+ years in a people management role.
  • •Ability to lead in a fast-paced environment with strong emotional intelligence and operational excellence.
  • •Strong analytical skills to assess performance metrics and develop actionable plans.
  • •Experience with contact center software and CRM platforms.
Experience:4+ yearsCustomer support
Education:Bachelor's in Business Administration, Management
Skills:LeadershipCommunicationCollaborationProblem-solvingChange management
Tech Stack:CRMContact center software

Company Brief

NVIDIA
Designs and manufactures GPUs, AI accelerators, and system-on-chip products for gaming, data centers, professional visualization, and automotive markets, enabling advanced graphics, AI, and high-performance computing solutions worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Santa Clara, United States
Founded: 1993
Glassdoor
Glassdoor: 4.3
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