Manager, Contact Center

What will your job look like?The Manager, Contact Center (CC) is responsible for overseeing the daily operations of a high-volume Contact Center (CC) providing expertise and customer service support to contact center staff. The Manager, Contact Center (CC) will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures.This position is located on-site in Norton, VA.What you’ll do:Provide leadership and management of direct and non-direct reportsMeet/exceed Contact Center performance expectations and goalsMeet Contact Center and financial objectives by estimating requirements, preparing an annual budget and analyzing variancesWork with the Operations team to ensure Contact Center team members are setting the most appropriate, lowest cost mode of transportation, leveraging public transit and gas mileage reimbursement to the fullest extent possibleIn collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goalsAnalyze statistical Contact Center data, as well as Dispatch data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action PlansOversee team staffing levels and partner with People & Culture to help support recruitment efforts, as neededOversee the completion of various tasks assigned to Contact Center staffHost regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamworkDrive accountability on process improvements that are needed to reduce complaints and maximize operational efficienciesProvide support on special projects, as neededWhat you’ll need:Experience, Education & Certifications:High school diploma or G.E.D. equivalent5+ years of previous leadership or supervisory experience required, or equivalent related experience; at least 3 of those years in a leadership role within a Contact CenterExperience in coaching, mentoring and fostering a positive work environmentExperience communicating in a digital setting with all levels of employeesExperience with recruiting, hiring and discipline managementSkills:Strong leadership, mentoring and coaching skillsTech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systemsMaintain a strong knowledge of products and servicesEfficiently executes tasks to achieve desired resultsStrong analytical and strategic planning skillsStrong presentation skills; can speak across various forums and communicate to all levels of employeesStrong organizational skillsAbility to motivate and supervise people toward high productivityAbility to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policiesHigh degree of accuracy, confidentiality, and the ability to work in a fast paced environmentAbility to multi-task and utilize Contact Center systemsAbility to maintain high level of confidentialityExcellent communication skills, including navigating video technologyProficient computer skills including Microsoft Outlook, Word, and ExcelEven better if you have...College degree in a related field preferredWhat’s in it for you:Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesSalary Min: $65,440Salary Max: $80,000This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.#MTMBenefits:401(k) matchingDental insuranceEmployee assistance programHealth insuranceHealth savings accountLife insurancePaid time offTuition reimbursementWork Location: In person #J-18808-Ljbffr