Manager, Contact Center (Ca)

Mtm, Inc. Commerce , CA 90040

Posted 3 months ago

Consider a Career at MTM

From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Association's Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities.

The Manager, Contact Center is responsible for overseeing the daily operations of a high volume Contact Center (CC) providing expertise and customer service support to staff. The Manager, Contact Center will ensure that production, quality, and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures.

Responsibilities:

  • Provide leadership and management of direct and non-direct reports

  • Meet/exceed call center performance expectations and goals

  • Meets call center financial objectives by estimating requirements, preparing an annual budget and analyzing variances

  • Work with the Contact Center to ensure Customer Care Representatives are setting the most appropriate and lowest cost mode of transportation, leveraging public transit and gas mileage reimbursement to the fullest extent possible

  • Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals

  • Analyze statistical customer service center data and work with Leadership to determine areas of opportunity to prevent Corrective Action Plans

  • Oversee team staffing levels and recruit as needed

  • Oversee the completion of various tasks assigned to Call Center staff that support the Contact Center

  • Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork

  • Drive accountability on process improvement needed to reduce complaints and maximize operational efficiencies

  • Provide support on special projects, as needed

Minimum Qualifications:

  • High school diploma or G.E.D. equivalent

  • College degree in a related field preferred

  • 3+ years of previous leadership or supervisory experience required, or equivalent related experience

  • 3+ years of previous experience managing a call center/contact center

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

  • Experience with recruiting, hiring, and discipline management

  • Proficient computer skills including Microsoft Outlook, Word, and Excel

  • Paratransit experience a plus

  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Competency Based Qualifications:

  • Strong leadership, mentoring and coaching skills

  • Maintain a strong knowledge of products and services

  • Efficiently executes tasks to achieve desired results

  • Strong analytical and strategic planning skills

  • Strong and effective communication skills

  • Ability to motivate and supervise people toward high productivity

  • Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies

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

  • Ability to multi-task and utilize customer service and systems

  • Ability to maintain high level of confidentiality

What's in it for you?

  • Paid vacation

  • Holiday Pay

  • Health and Life Insurance Plans

  • Dental and Vision Plans

  • 401(k)

  • Onsite Gym

  • Wellness Screenings

  • Birthday Holiday

  • Training Development

  • Casual Dress Environment

  • Scholarship Program

  • Healthy Market

  • Free Coffee

  • These benefits may not be available at all locations

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact People & Culture at (636) 561-5686 or talent@mtm-inc.net.


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Manager, Contact Center (Ca)

Mtm, Inc.