About GelatoWe are here to disrupt the traditional production system. At Gelato, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished! The people here at Gelato don't just build software and products - we work on building the kind of services that revolution entire industries. It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Gelato,and help us make the world more sustainable and better than we found it.What you will be doingThe Content and Quality Manager (QMs) will not initially lead direct reports, but will lead contact center partners, being responsible for supporting and guiding their respective sites and agents to achieve business goals. QMs demonstrate a fundamental understanding of contact center operations. In addition, they anticipate broader business needs, collaborate influentially with cross-functional teams, and develop strategic goals and tactical plans. QMs align resources to maintain a balance of customer, people, and business focus. They have a passion to develop content and quality of our team and leaders; driving accountability to ensure success.Managing individual contributors and managers in a multi-channel contact center environmentCommunicating in a strong, clear, and consistent manner which translates from strategy into actionCrafting a quality intelligence framework that guides the businessDriving employee engagement that lives up to Gelato culture and embodies the Gelato cultural values and principles at every stageWho you areBA/BS or MBA in business management, communications, or related field; or equivalent experience4+ years experience in customer support lead roleExperience using data and metrics to drive improvementsExperience working cross functionally with tech and non-tech teamsAnalytical and quantitative skillsExtensive regional and/or global experience, in handling highly functional teams in a fast-paced environmentWhat it's like to work at Gelato#J-18808-Ljbffr