About the job
ABOUT SOTHEBY'S
Founded in 1744, Sotheby’s stands as the premier global destination for art and luxury. We facilitate access to extraordinary art and luxury objects through various avenues, including auctions, private sales, e-commerce, and retail. Our esteemed global marketplace is bolstered by an industry-leading technology platform and a diverse network of specialists across 40 countries and 70 categories, which encompass Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, Design, collectible cars, and real estate. At Sotheby’s, we believe in the transformative power of art and culture, and we are dedicated to fostering inclusivity, sustainability, and collaboration within our industries.
KEY RESPONSIBILITIES
- Oversee and enhance call center ticket management and telephony systems.
- Collaborate in the development of standard operating procedures, targeting efficiency improvements and waste elimination.
- Create and sustain performance dashboards and real-time reporting frameworks for internal and vendor teams. Track KPIs and uphold accountability.
- Lead omnichannel transformation initiatives, implementing automation, self-service tools, and AI capabilities to boost resolution rates and decrease contact volume. Collaborate across departments with Product, QA, and Enablement teams to enhance the customer journey and scale CX infrastructure.
- Manage comprehensive workforce and headcount strategies, including capacity planning and scheduling.
- Direct CX technology integrations and vendor-driven process improvements through structured project plans and agile methodologies. Work in concert with QA, WFM, and Training teams to expedite rollouts and perpetually improve efficiency and scalability.
- Analyze extensive datasets to uncover trends, correlations, and actionable insights.
- Assist the Global Head of Client Experience with new initiatives and special requests.

