Contact Center Supervisor
MTM
- Saint Louis, MO
- $47,476 per year
- Permanent
- Full-time
- 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
- 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
- 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 confidentiality
- Strong knowledge of Medicaid and NEMT programs
- Health, Dental, Vision and Life Insurance plans
- 401(k) with a company match
- Paid Time Off and Holiday Pay
- Maternity/Paternity Leave
- Birthday Holiday
- Tuition Reimbursement
- MTM Perks Discount Program
- Leadership Mentoring Opportunities