Contact Center Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit, train, mentor, and guide agents in addressing customer inquiries

• Foster agent development and establish career-path plans that align with their skills and aspirations

• Address agent inquiries and assist them with challenging requests

• Oversee workloads, ensure compliance with Service Level Agreements, and maintain accuracy in processes

• Facilitate team meetings, identify obstacles faced by agents, educate and mentor them on procedures and practices, and set clear expectations

• Conduct monthly individual performance evaluations, focusing on quality assessments, escalations, personal metrics, attendance, and overall contributions

• Engage with agents and promote the use of DMI MMS Guiding Principles

• Incorporate guiding principles into the team culture through leadership initiatives

• Assist management in recognizing trends and setting objectives

• Assess tools and dashboards utilized for departmental operations

• Ensure staff meet established service levels and implement corrective measures promptly

• Hold agents accountable for subpar performance and conduct

• Compile reports and analyze data to refine processes, forecast volumes, allocate resources effectively, and enhance efficiency and customer satisfaction

• Create and execute a workforce management strategy to meet all SLAs

• Investigate customer escalations, provide root cause analysis, and respond to CSM or customer emails

• Assist employees, managers, and call center operations with additional responsibilities and projects

⛳️ Requirements

• At least 5+ years of experience in people management

• High School Diploma or equivalent

• Consistent and reliable attendance

• Willingness to work overtime to complete projects

• Exceptional attention to detail and organizational abilities

• Multitasking capabilities and the ability to thrive in a fast-paced environment

• Proficient in critical thinking to accomplish tasks

• Flexibility in scheduling to accommodate business requirements

• Must successfully complete a required fingerprint background investigation

• Must be a U.S. Citizen

• Ability to work in an office setting

• Capability to sit for extended periods

• Proficient in using a keyboard and mouse

• Able to work in front of a computer screen for prolonged durations

• Preferred 2+ years of experience in Managed Mobile Services, the Mobile Industry, or the Contact Center Industry

• Strong customer orientation with the ability to lead by example

• Excellent team organization and leadership qualities

• Outstanding verbal, written, and oral communication skills

• Effective listening skills and capacity to manage challenging client interactions

• Advanced problem-solving and critical thinking capabilities

• Ability to prioritize multiple responsibilities

• Comfortable in a fast-paced, dynamic work environment

🏝️ Benefits

• Virtual health consultations

• Commuter benefits

• Pet insurance

• Discounts on entertainment

• Annual performance evaluations

• Tuition assistance

• Opportunities for internal career advancement

• Generous 401(k) matching

• Life and disability insurance

• Financial wellness resources

• Annual awards

• Recognition for service anniversaries

• Referral bonuses

• Peer-to-peer recognition

• Comprehensive healthcare coverage

• Wellness initiatives

• Flu vaccinations

• Biometric screenings

• Remote work options