MTM
What will your job look like?
The
Supervisor, Contact Center (CC)
is responsible for managing and coaching our Customer Service staff. This includes day-to-day activities related to the operation of the Contact Center such as assessing performance, providing feedback and giving excellent customer service to internal and external customers. The
Supervisor, Contact Center
leads and motivates through open communication to ensure the overall success of their staff and team. Location: This is a hybrid role of work from home three days a week and in office two days a week at our Washington D.C. location located at
55 M Street SE
Washington DC 20003. What you’ll do
Provide leadership and management of direct and non-direct reports
Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals
Meet/exceed Contact Center performance expectations and goals
Consistently be attentive to real time service levels within the Contact Center; taking action when needed
Analyze statistical Contact Center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
Ensure oversight on Contact Center specific projects that have a direct impact on the business KPI’s and goals
Oversee team staffing levels and partner with People & Culture to help support recruitment efforts
Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
Assist with compiling data and preparing reports
Provide support on special projects as needed
What you’ll need
Experience, Education & Certifications: High school diploma or G.E.D. equivalent
1+ years of previous leadership or supervisory experience required, or equivalent related experience
Experience in coaching, mentoring and fostering a positive work environment
Skills: Strong leadership, mentoring and coaching skills
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Strong analytical & strategic planning skills
Maintain a strong knowledge of products and services
Strong and effective communication skills
Strong organizational skills
Ability to motivate and supervise people toward high productivity
Strong presentation skills; can speak across various forums and communicate to all levels of employees
Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
Proficient computer skills including Microsoft Outlook, Word, and Excel
High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
Ability to multi-task and utilize Contact Center systems
Ability to maintain high level of confidentiality
Strong knowledge of Medicaid and NEMT programs
Even better if you have...
College degree in a related field, preferred
2+ years of previous experience overseeing a team primarily made up of work at home or remote agents, preferred
1+ years of previous Contact Center leadership, preferred
What’s in it for you
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Salary Min: $47,476.00 Salary Max: $60,000.00 This 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. #MTM
#J-18808-Ljbffr
The
Supervisor, Contact Center (CC)
is responsible for managing and coaching our Customer Service staff. This includes day-to-day activities related to the operation of the Contact Center such as assessing performance, providing feedback and giving excellent customer service to internal and external customers. The
Supervisor, Contact Center
leads and motivates through open communication to ensure the overall success of their staff and team. Location: This is a hybrid role of work from home three days a week and in office two days a week at our Washington D.C. location located at
55 M Street SE
Washington DC 20003. What you’ll do
Provide leadership and management of direct and non-direct reports
Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals
Meet/exceed Contact Center performance expectations and goals
Consistently be attentive to real time service levels within the Contact Center; taking action when needed
Analyze statistical Contact Center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
Ensure oversight on Contact Center specific projects that have a direct impact on the business KPI’s and goals
Oversee team staffing levels and partner with People & Culture to help support recruitment efforts
Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
Assist with compiling data and preparing reports
Provide support on special projects as needed
What you’ll need
Experience, Education & Certifications: High school diploma or G.E.D. equivalent
1+ years of previous leadership or supervisory experience required, or equivalent related experience
Experience in coaching, mentoring and fostering a positive work environment
Skills: Strong leadership, mentoring and coaching skills
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Strong analytical & strategic planning skills
Maintain a strong knowledge of products and services
Strong and effective communication skills
Strong organizational skills
Ability to motivate and supervise people toward high productivity
Strong presentation skills; can speak across various forums and communicate to all levels of employees
Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
Proficient computer skills including Microsoft Outlook, Word, and Excel
High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
Ability to multi-task and utilize Contact Center systems
Ability to maintain high level of confidentiality
Strong knowledge of Medicaid and NEMT programs
Even better if you have...
College degree in a related field, preferred
2+ years of previous experience overseeing a team primarily made up of work at home or remote agents, preferred
1+ years of previous Contact Center leadership, preferred
What’s in it for you
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Salary Min: $47,476.00 Salary Max: $60,000.00 This 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. #MTM
#J-18808-Ljbffr