Contact Center Manager
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Job Description
Contact Center Manager leading agents, SLAs, workforce planning, and customer escalations for DMI’s managed IT services. Coaching teams and analyzing contact center performance to improve customer satisfaction.
Responsibilities:
- Hire, train, coach, and lead agents in supporting customers’ requests
- Develop agents and create career-path plans aligned with their skills and goals
- Answer agent questions and guide them through difficult requests
- Manage workloads, meet Service Level Agreements, and maintain accuracy and processes
- Lead team meetings, identify agent hurdles, educate and coach agents on processes and practices, and set expectations
- Conduct monthly one-on-one performance reviews covering quality evaluations, escalations, individual metrics, attendance, and overall impact
- Engage with agents and encourage use of DMI MMS Guiding Principles
- Integrate guiding principles into the team culture through leadership activities
- Assist management team members in identifying trends and establishing goals
- Evaluate tools and dashboards used to run the department
- Ensure staff achieve desired service levels and take corrective action in real time
- Hold agents accountable for poor performance and behavior
- 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 achieve all SLAs
- Research customer escalations, provide root cause analysis, and respond to CSM or customer emails
- Support employees, managers, and call center operations through additional tasks and projects
Requirements:
- Minimum 5+ years’ experience in people management
- Minimum of High School Diploma
- 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
- Ability to utilize critical thinking to complete tasks
- Ability to be flexible in scheduling to meet business needs
- Must be able to successfully complete a required fingerprint background investigation
- Must be a U.S. Citizen
- Ability to work in an office environment
- Ability to sit for long periods of time
- Ability to utilize a keyboard and mouse
- Ability to work in front of a computer screen for long periods of time
- Prefer 2+ years’ experience in Managed Mobile Services, Mobile Industry, or in the Contact Center Industry
- Strong customer focus and ability to lead by example
- Strong team organization and leadership skills
- Outstanding verbal, written and speaking skills
- Effective listening skills and ability to handle difficult client situations
- Advanced problem solving and critical thinking skills
- Ability to prioritize multiple demands
- Comfortable working in a fast-paced, dynamic environment
Benefits:
- Virtual health visits
- Commuter perks
- Pet insurance
- Entertainment discounts
- Annual performance reviews
- Tuition assistance
- Internal career growth opportunities
- Generous 401(k) matches
- Life and disability insurance
- Financial wellness tools
- Annual awards
- Service anniversaries
- Referral bonuses
- Peer-to-peer shoutouts
- Healthcare coverage
- Wellness programs
- Flu shots
- Biometric screenings
- Remote work
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