Manager

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

📋 Description

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

• Foster agent development and establish career pathways and growth plans.

• Address agent queries and assist them with challenging requests.

• Oversee workloads, Service Level Agreements, accuracy, and operational processes.

• Facilitate team meetings and coach agents on procedures and best practices.

• Conduct monthly one-on-one meetings with all agents to assess performance, quality evaluations, escalations, metrics, attendance, and overall contributions.

• Motivate agents and promote the use of DMI MMS Guiding Principles.

• Embed guiding principles into the workplace culture through leadership initiatives.

• Collaborate with management to identify trends and set objectives.

• Assess and provide feedback on tools and dashboards utilized within the department.

• Ensure staff members meet service levels and implement corrective actions as necessary.

• Hold agents accountable for subpar performance and conduct.

• Compile reports and analyze data to enhance processes, predict volumes, allocate resources, and optimize efficiency and customer satisfaction.

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

• Investigate customer escalations, conduct root cause analysis, and respond to CSM or customer inquiries.

• Undertake additional responsibilities and projects to support employees, managers, and call center operations.

⛳️ Requirements

• At least 5+ years of experience in personnel management.

• High School Diploma or equivalent is required.

• Consistent and dependable attendance is essential.

• Willingness to work overtime to finalize projects.

• Exceptional attention to detail and organizational capabilities.

• Proficiency in multitasking and thriving in a fast-paced work environment.

• Ability to apply critical thinking in task completion.

• Flexibility in scheduling to accommodate business needs.

• Strong customer orientation and a commitment to lead by example for optimal customer satisfaction.

• Excellent team organization and leadership abilities to cultivate and sustain a high-performing team.

• Exceptional verbal, written, and oral communication skills.

• Strong listening capabilities and adeptness in managing challenging client situations.

• Advanced problem-solving and critical thinking abilities.

• Capacity to prioritize multiple demands to ensure maximum service levels for all customers.

• Comfortable working in a fast-paced, dynamic atmosphere.

• Ability to work in an office environment.

• Capability to remain seated for extended periods.

• Proficiency in using a keyboard and mouse.

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

• Must successfully pass a mandatory fingerprint background check.

• Must be a U.S. Citizen.

• Must reside in Maryland.

• Selected applicants may undergo a government security investigation and must meet eligibility criteria for access to classified information.

🏝️ Benefits

• Virtual health consultations.

• Commuter benefits.

• Pet insurance options.

• Discounts on entertainment.

• Annual performance reviews.

• Tuition reimbursement.

• Opportunities for internal career advancement.

• Generous 401(k) matching contributions.

• Life insurance coverage.

• Disability insurance options.

• Financial wellness resources.

• Annual recognition awards.

• Service anniversary celebrations.

• Referral incentives.

• Peer recognition initiatives.

• Comprehensive healthcare coverage.

• Wellness programs.

• Influenza vaccinations.

• Biometric health screenings.