Who Mattersight is:
The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.
Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.
Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.
What you’ll do:
Mattersight is looking for a Director to oversee our Service Operations Center Team and join our rapidly expanding Service Operations division within Mattersight’s Service Delivery group.
The Mattersight Service Operations Center (MSOC) Director leads the activities and performance of the SOC team. This integral role will work closely with the other Service Operations managers to devise and implement global SOC process, documentation, training and strategy. The position reports into the Vice President of Service Operations
Individuals in the Director, Service Operations Center position are responsible for, but not limited to, the following tasks:
What you definitely have:
The ideal candidate for this position will have 7-10 years of relevant work experience, preferably in a fast paced & challenging environment. Additional requirements include:
Strong Knowledge of the Following Technologies:
Frankly put, Big Data is exploding. That explosion is presenting all kinds of interesting avenues for our business, which is allowing our teams to grow professionally, technically and personally. This is exciting technology in an exciting space, and we want YOU to come join us on this adventure. If you want to grow and contribute in ways you didn’t expect, contact us today and see what matters.
Company Culture & Facts
Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.
Eligibility & Location
Mattersight seeks candidates authorized to work without sponsorship in the United States. The Director, MSOC role can be based out of either Mattersight’s Chicago, IL, Edina, MN OR Austin, TX locations. Candidates should anticipate little to no travel.
Mattersight is prepared to offer a highly competitive benefits and compensation package for the ideal candidate.
Any questions regarding the position should be communicated to Patrick Stearns, Director of Talent Acquisition, email@example.com
For more information about Mattersight, visit http://www.mattersight.com/. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.