Contact Center Manager

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost‑effective solutions that drive measurable results. About The Opportunity DMI Managed Services provides world‑class mobility support to the largest companies and employers worldwide. The team partners with each client to understand unique mobility needs and delivers fast, accurate, and reliable support through ticketing services, live support, and chat options for upgrades, line services, MACDs, and more. We are seeking a Contact Center Manager to lead hiring, training, supervision, and motivation of call‑center staff. The manager is responsible for ensuring that agents meet performance objectives and deliver excellent customer service. Duties and Responsibilities Hire, train, coach, and lead agents in supporting customer requests. Develop agents and create career paths that align with their skills and goals. Answer agents’ questions, guide them through difficult requests, manage workloads, and maintain Service Level Agreements and accuracy. Lead team meetings, identify obstacles agents face, educate and coach on processes and practices, and set expectations. Conduct monthly 1:1s to review performance, quality evaluations, escalations, metrics, attendance, and overall impact. Engage and interact with agents, encouraging the use of DMI MMS Guiding Principles and integrating them into the culture through leadership actions. Assist other management team members in identifying trends and establishing goals. Continuously evaluate tools and dashboards used to run the department and provide feedback. Ensure staff achieve desired service levels and take real‑time corrective action. Hold agents accountable for performance and behavior standards. Prepare reports and analyze data to improve processes, forecast volumes, allocate resources, and maximize efficiency and customer satisfaction; develop and implement a workforce‑management plan to meet all SLAs. Research customer escalations, provide root‑cause analysis, and respond to emails from CSMs or customers. Take on additional tasks or projects to support employees, other managers, and call‑center operations. Qualifications Education and Years of Experience Minimum 5+ years of experience in people management. Prefer 2+ years of experience in Managed Mobile Services, Mobile Industry, or Contact Center Industry. Minimum of a High School Diploma. Required Skills & Certifications Regular and reliable attendance. Ability to work overtime to complete projects. Strong attention to detail and organizational skills. Multitasking skills and ability to keep up in a fast‑paced work environment. Critical thinking to complete tasks. Flexibility in scheduling to meet business needs. Desired Skills & Certifications Strong customer focus and leadership by example to deliver excellent satisfaction. Excellent team organization and leadership to build a high‑performing team. Outstanding verbal, written, and speaking skills. Effective listening and resolution of difficult client situations. Advanced problem‑solving and critical thinking. Prioritization of multiple demands to maintain maximum service levels. Comfortable working in a fast‑paced, dynamic environment. Physical Requirements Work in an office environment. Sit for long periods. Use keyboard and mouse. Work in front of a computer screen for long periods. Background Requirements Must successfully complete a required fingerprint background investigation. Citizenship Status Required Must be a U.S. Citizen. Location This role sits onsite in Sharonville, OH. Working at DMI DMI is a diverse, prosperous, and rewarding place to work, guided by five core values: Do What’s Right – honesty and integrity. Own the Outcome – responsibility and delivery. Deliver for Our Customers – relentless value delivery. Think Bold, Act Smart – purposeful innovation. Win Together – collaboration and celebration. Benefits include: Convenience/Concierge – virtual health visits, commuter perks, pet insurance, and entertainment discounts. Development – performance reviews, tuition assistance, and internal career growth opportunities. Financial – 401(k) matches, life and disability insurance, and financial wellness tools. Recognition – awards, anniversaries, referral bonuses, and peer shout‑outs. Wellness – health coverage, wellness programs, flu shots, and biometric screenings. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. U.S. citizenship may be required for some positions. Job ID: 2026-28780 #J-18808-Ljbffr