Manager, Contact Center

MTM Transit•Norton, VA

20h•$65,440 - $80,000•Onsite

About The Position

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 reports Meet/exceed Contact Center performance expectations and goals Meet Contact Center and financial objectives by estimating requirements, preparing an annual budget and analyzing variances Work 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 possible In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals Analyze statistical Contact Center data, as well as Dispatch data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed Oversee the completion of various tasks assigned to Contact Center staff Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies Provide support on special projects, as needed

Requirements

High school diploma or G.E.D. equivalent
5+ 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 Center
Experience in coaching, mentoring and fostering a positive work environment
Experience communicating in a digital setting with all levels of employees
Experience with recruiting, hiring and discipline management
Strong leadership, mentoring and coaching skills
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Maintain a strong knowledge of products and services
Efficiently executes tasks to achieve desired results
Strong analytical and strategic planning skills
Strong presentation skills; can speak across various forums and communicate to all levels of employees
Strong organizational skills
Ability to motivate and supervise people toward high productivity
Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
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
Excellent communication skills, including navigating video technology
Proficient computer skills including Microsoft Outlook, Word, and Excel

Nice To Haves

College degree in a related field preferred

Responsibilities

Provide leadership and management of direct and non-direct reports
Meet/exceed Contact Center performance expectations and goals
Meet Contact Center and financial objectives by estimating requirements, preparing an annual budget and analyzing variances
Work 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 possible
In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals
Analyze statistical Contact Center data, as well as Dispatch data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed
Oversee the completion of various tasks assigned to Contact Center staff
Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies
Provide support on special projects, as needed