About the opportunity:

Shutterstock is seeking an enthusiastic manager to oversee contact center operations for our two-sided marketplace. Seated in our NYC office and reporting to the Director of Global Customer Care (GCC) Operations, this position will manage a team of 3-5 operations specialists who monitor and improve the efficiency of our operations and set our workforce management practices.

Working with other operational groups, IT and your partners within Customer Care, you will collaboratively decide and implement process and systems changes to positively impact the business.

As the Senior Manager, Global Contact Center Operations:

You can expect to...

• Manage a team of 3 skilled and passionate operations specialists and CRM Administrators
• Analyze daily, weekly, monthly contact center activity against forecasts and set optimal schedules to cover customer demand.
• Recommend and deploy changes to the routing of omnichannel contacts to meet goals.
• Utilize Agile best practices to prioritize incoming requests to the team. Measure key performance indicators against targets and report out on results weekly and monthly.
• Meet with customer care managers weekly to champion the needs of contributors and customers.
• Manage the relationship with 3rd party vendors that deliver vital services needed for day to day operations such as call routing and sales lead distribution
• Determine priorities of process and system improvements and communicate these to stakeholders.
• Create project briefs that succinctly document business requirements.
• Create project plans for implementation of new processes or system features
• Manage stakeholder needs including frequent communication of initiative status and timelines.
• Handle frontline/customer facing systems escalations

You'll need to have...

• A degree from a 4-year college or university or equivalent experience
• 5+ years in a customer service operational role
• 2+ years in a workforce management role including skills-based routing and queuing methodologies
• Experience in data analysis and impact assessments and interpreting those for business leaders
• Experience in using SalesForce CRM for sales and support
• Experience collaborating across functional areas
• Ability to juggle multiple projects
• Ability to work in a fast-paced environment with frequently changing priorities
• Excellent oral and written communication skills.
• Experience presenting to teams and large audiences.
• Experience with agile system development a plus

About our Shutterstock team:

• We embrace our cultures. Our culture thrives on the unique individuals that make up Shutterstock; this uniqueness empowers us as a whole.
• We're continually learning. Ambitious team members and leaders taking advantage of many learning opportunities bring real value and results to the work being done at Shutterstock. You will continue to grow each day.
• We benefit. We work hard to make sure everyone gets the most out of working with us. Along with a competitive salary, Shutterstock offers the total package, which includes daily breakfast and lunch, multiple health coverage options, a 401K match program, fitness benefits, Peloton Bikes, and more! All this, nestled into the open, collaboration-inducing, game-friendly environment of our NYC Headquarters, we bet you can't wait to become a member of the team!

Interested in becoming the Senior Manager, Global Contact Center Operations?

If you meet the profile outlined above, fill out and submit the application below!

Due to the volume of resumes we receive, only those candidates selected for interviews will be personally contacted. We kindly ask that you do not submit multiple applications, as this action does not increase your chances for selection and will instead delay the interview process. Be sure to verify that your contact information is correct before submitting.

Shutterstock is an Equal Opportunity Employer. We accept all applicants regardless of race, religion, sex, age, disability, or Veteran status. 

About Shutterstock, Inc.

Shutterstock, Inc. (NYSE: SSTK), directly and through its group subsidiaries, is a leading global provider of high-quality licensed photographs, vectors, illustrations, videos and music to businesses, marketing agencies and media organizations around the world. Working with its growing community of over 350,000 contributors, Shutterstock adds hundreds of thousands of images each week, and currently has more than 180 million images and more than 9 million video clips available.

Headquartered in New York City, Shutterstock has offices around the world and customers in more than 150 countries. The company also owns Bigstock, a value-oriented stock media agency; Shutterstock Custom, a custom content creation platform, Offset, a high-end image collection; PremiumBeat a curated royalty-free music library; and Rex Features, a premier source of editorial images for the world's media.

For more information, visit www.shutterstock.com and follow us on Twitter, Facebook, and Instagram.