Contact Center Supervisor
MTM is hiring a Supervisor of the Contact Center! This an onsite position located at our new St.
Louis office in The Grove.
The Supervisor, Contact Center (CC) is responsible for managing and coaching our Customer Service staff.
This includes day-to-day activities related to the operation of the Contact Center such as assessing performance, providing feedback and giving excellent customer service to internal and external customers.
The Supervisor, Contact Center leads and motivates through open communication to ensure the overall success of their staff and team.
Location: 1238 S.
Vandeventer St.
Louis, MO 63110
Salary Min: $47,476
Salary Max: $55,000
What Will Your Job Look Like?
* Provide leadership and management of direct and non-direct reports
* Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals
* Meet/exceed Contact Center performance expectations and goals
* Consistently be attentive to real time service levels within the Contact Center; taking action when needed
* Analyze statistical Contact Center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
* Ensure oversight on Contact Center specific projects that have a direct impact on the business KPI’s and goals
* Oversee team staffing levels and partner with People & Culture to help support recruitment efforts
* Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
* Assist with compiling data and preparing reports
* Provide support on special projects as needed
All you need is...
* High school diploma or G.E.D.
equivalent
* College degree in a related field, preferred
* 1+ years of previous leadership or supervisory experience required, or equivalent related experience
* 2+ years of previous experience overseeing a team primarily made up of in person or remote agents, preferred
* 1+ years of previous Contact Center leadership, preferred
* Experience in coaching, mentoring and fostering a positive work environment
Even better if you have...
* Strong leadership, mentoring and coaching skills
* Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
* Strong analytical & strategic planning skills
* Maintain a strong knowledge of products and services
* Strong and effective communication skills • Strong organizational skills
* Ability to motivate and supervise people toward high productivity • Strong presentation skills; can speak across various forums and communicate to all levels of employees
* Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
* Proficient computer skills including Microsoft Outlook, Word, and ...
- Rate: Not Specified
- Location: Saint Louis, US-MO
- Type: Permanent
- Industry: Management
- Recruiter: Medical Transportation Management
- Contact: Recruiter Name
- Email: to view click here
- Reference: REQ9647
- Posted: 2024-04-24 08:10:55 -
- View all Jobs from Medical Transportation Management
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