Contact Center Manager

About The Opportunity

DMI Managed Services provides world-class mobility support to the largest companies/employers in the world. DMI works with each client to understand their unique mobility needs and deliver fast, accurate, and reliable support to their employees through various ticketing services, live support, and chat options.

Duties And Responsibilities

• Hire, train, coach, and lead agents in supporting our customers' requests
• Develop agents, work with them on a career path to suit their skills, develop a plan with them to get them to where they want to go
• Answer agent’s questions and guide them through difficult requests, manage their workloads, meet Service Level Agreements and maintain accuracy/processes
• Lead team meetings, ask questions to better understand the hurdles agents are receiving, educate and coach them regarding processes and practices and set expectations to agents
• Conduct monthly 1:1s with all agents to review performance to include quality evaluations, escalations, individual metrics, attendance and overall impact
• Engage and interact with the agents, encourage the use of the DMI MMS Guiding Principles
• Integrate the principles into the culture, conduct activities that demonstrate that leadership believes in them
• Aid other management team members in identifying trends and establishing goals
• Constantly evaluate and provide feedback on tools and available dashboards used to run the department
• Ensure staff members are achieving desired service levels and take corrective action, in real time
• Hold agents accountable to expectations for poor performance and behavior
• Prepare reports and analyze data to improve processes, forecast volumes, ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Develop and implement a workforce management plan to ensure all SLAs are achieved
• Research customer escalations, provide root cause analysis, and respond to emails from CSMs or customers
• Take on other tasks or projects to support employees, other managers, and call center operations

Qualifications

• Minimum 5+ years’ experience in people management
• Prefer 2+ years’ experience in Managed Mobile Services, Mobile Industry, or in the Contact Center Industry
• Minimum of High School Diploma Required

• 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
• The ability to utilize critical thinking to complete tasks
• The ability to be flexible in scheduling to meet business needs

Skills & Certification

• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction
• Strong team organization and leadership skills to build and maintain a high performing team
• Outstanding verbal, written and speaking skills
• Effective listening skills: demonstrated ability to handle difficult client situations to ensure resolution and client satisfaction
• Advanced problem solving and critical thinking skills
• Ability to prioritize multiple demands to provide maximum service level to all customer
• Comfortable working in a fast-paced, dynamic environment

Physical Requirements

• 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

Background Requirements

• Must be able to successfully complete a required fingerprint background investigation
• Citizenship Status Required: Must be a U.S. Citizen

Location

This role sits onsite in Sharonville, OH