Senior Manager, Contact Center

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

The Senior Manager, Contact Center will provide leadership and oversight to Contact Center (CC) Leaders to help ensure we meet or exceed the overall key performance indicators and business goals of the department and Company.

Location:  This position is hybrid/remote depending on the location.

What you’ll do:


* Provide leadership, and foster a high-performance culture through professional development, training and performance management for Contact Center employees


* Manage and optimize customer service processes and metrics, identify areas for improvement


* Streamline and improve processes that are in line with corporate process and goals while meeting Client expectations


* Analyze data, interpret performance metrics, and make data-driven decisions that have a positive outcome on business results


* Collaborate with internal and external partners to meet project deadlines, implement systems and technology changes impacting the CC


* Develop and facilitate management of work plans that identify and address gaps in performance


* Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices


* Partner with the Training Department to develop training requirements to create the foundation of a customer centric high performance CC environment


* Partner with Quality Control and the Audit teams to identify areas of opportunity to further improve overall service provided


* Maintain a strong knowledge of service/products that MTM offers their clients


* Understand each specific department within the organization to resolve/care for customer service escalations


* Review statistical CC data to determine areas of opportunity within the CC operations group


* Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation


* Other duties as assigned

What you’ll need:

Experience, Education & Certifications:


* High School Diploma or G.E.D.

equivalent


* Bachelor’s degree or equivalent experience


* 5+ years’ experience in a management role


* Minimum of 5 years’ experience in call center/contact center operations, 7 years preferred

Skills:


* Strong communication skills


* Ability to acquire and maintain knowledge of MTM processes, protocols, and personnel policies


* Excellent interpersonal skills and the ability to resolve customer complaints and personnel issues


* Strong organizational and time manag...