Job Description
At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
The
Senior Manager, Contact Center
will provide leadership and oversight to Contact Center (CC) Leaders to help ensure we meet or exceed the overall key performance indicators and business goals of the department and Company.
Location: This position is hybrid/remote depending on the location.
What you'll do:
Provide leadership, and foster a high-performance culture through professional development, training and performance management for Contact Center employees
Manage and optimize customer service processes and metrics, identify areas for improvement
Streamline and improve processes that are in line with corporate process and goals while meeting Client expectations
Analyze data, interpret performance metrics, and make data-driven decisions that have a positive outcome on business results
Collaborate with internal and external partners to meet project deadlines, implement systems and technology changes impacting the CC
Develop and facilitate management of work plans that identify and address gaps in performance
Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices
Partner with the Training Department to develop training requirements to create the foundation of a customer centric high performance CC environment
Partner with Quality Control and the Audit teams to identify areas of opportunity to further improve overall service provided
Maintain a strong knowledge of service/products that MTM offers their clients
Understand each specific department within the organization to resolve/care for customer service escalations
Review statistical CC data to determine areas of opportunity within the CC operations group
Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation
Other duties as assigned
What you'll need:
Experience, Education & Certifications:
High School Diploma or G.E.D. equivalent
Bachelor's degree or equivalent experience
5+ years' experience in a management role
Minimum of 5 years' experience in call center/contact center operations, 7 years preferred
Skills:
Strong communication skills
Ability to acquire and maintain knowledge of MTM processes, protocols, and personnel policies
Excellent interpersonal skills and the ability to resolve customer complaints and personnel issues
Strong organizational and time management skills
Highly organized and ability to prioritize work to achieve established goals
Works independently and demonstrates effective problem-solving skills
Knowledge of Operational processes
Proficiency with Microsoft programs
Demonstrated ability to manage through rapid change/growth
Proven track record of driving KPI's
Ability to maintain a high level of confidentiality
Regular attendance
Even better if you have...
Previous experience in the transportation and/healthcare industries 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: $76,960
Salary Max: $115,440
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.
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Job Tags
Holiday work, Casual work, Local area,