Supervisor, Contact Center

What will your job look like?

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: This is a hybrid role of work from home three days a week and in office two days a week at our Washington D.C.

location located at 55 M Street SE Washington DC 20003.

What you’ll do:


* 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

What you’ll need:

Experience, Education & Certifications:


* High school diploma or G.E.D.

equivalent


* 1+ years of previous leadership or supervisory experience required, or equivalent related experience


* Experience in coaching, mentoring and fostering a positive work environment

Skills:


* 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 Excel


* High degree of accuracy, confidentiality, and the ability to work in a fast paced environment


* Ability to multi-task and utilize Contact Center systems


* Ability to maintain high level of confidentiali...