Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Manager, Contact Center

Expired Job

Medical Transportation Management Pulaski , VA 24301

Posted 4 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 Associations 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.
Manager, Contact Center The Customer Service Team has an exciting opportunity for a Manager, Contact Center!
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.
This position reports to Mary Stewart, Director, Customer Service Center.
This position is located in Pulaski, VA.
The deadline to apply for this position is Thursday, September 6, 2018

  • 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.

  • 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 Competency Based

  • 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 Equal Opportunity Employer: MTM is an equal opportunity employer.

  • If you are in need of accommodations, please contact Human Resources at or

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Store Manager Candidate In Pulaski VA

Dollar General Corporation

Posted 2 months ago

VIEW JOBS 12/15/2018 12:00:00 AM 2019-03-15T00:00 Company Overview Dollar General (NYSE: DG) is a Fortune 200 company with more than 15,000 retail locations in 44 states, 15 distribution centers and 130,000 employees that embody our mission of Serving Others each and every day. We work in an energetic atmosphere that embraces innovation, diversity and teamwork, all while keeping our customers and communities at the center of everything we do! At Dollar General, employees have numerous growth and development career opportunities through award-winning training and being part of one of America's fastest-growing retailers. Apply today and let's grow together! Job Details GENERAL SUMMARY: This position exists primarily for the purpose of developing internal store manager bench from the assistant store manager population, although external candidates will also be in the program. It is a position to be used to give store manager candidates more experience prior to becoming a store manager, and is to be held for a specified period. DUTIES and ESSENTIAL JOB FUNCTIONS: * Assist in recruiting and staffing activities. * Assist with store merchandising by facilitating and/or participating in staging, stocking and storage of merchandise; ensuring that merchandise is presented according to established practices and store manager direction; and properly utilizing merchandise fixtures, signing and pricing of merchandise. * Assist in all aspects of inventory management (including proper execution of damages, markdowns, register scanning, paperwork and facility controls); prepare and conduct inventories. * Follow prescribed ordering practices to ensure the meeting or exceeding of in-stock targets. * Provide superior customer service leadership. * Act as a role model by following company procedures and policies as outlined in the employee handbook, SOP manual and company communications. * Participate in store opening and closing activities. * Ensure the safe deposit of all company funds in the designated bank. * Assist in ensuring the financial integrity of the store through strict cashier accountability, key control and adherence to company security practices and cash control procedures. * Assist in the maintenance of clean, well-stocked stores; provide a safe environment for customers and employees. * Manage store in store manager's absence. * Review operating statements to identify business trends (including sales, labor, profitability, and inventory turn), expense control opportunities, potential shrink, and errors. * Complete all paperwork and documentation according to guidelines and deadlines. Qualifications KNOWLEDGE and SKILLS: * Ability to read and interpret documents such as diagrams, safety rules, operating and maintenance instructions, and procedures manuals. * Ability to perform mathematical calculations such as addition, subtraction, multiplication, division, and percentages. * Knowledge of cash handling procedures including cashier accountability and deposit controls. * Ability to learn and perform IBM cash register functions, including those necessary to generate reports. * Knowledge of inventory management and merchandising practices. * Knowledge of cash, facility and safety control policies and practices (deposits, store keys, SAFE and STARS programs, etc.) * Knowledge of recruiting, interviewing, hiring, counseling, and termination practices including legal compliance and internal processes. * Effective oral and written communication skills. * Effective interpersonal skills. * Effective organization skills with attention to detail. * Ability to solve problems and deal with a variety of situations where limited standardization exists. WORK EXPERIENCE and/or EDUCATION: * High school diploma or equivalent strongly preferred. * One year of experience in a retail environment preferred for external candidates; four months experience as a Dollar General assistant store manager required for internal candidates. COMPETENCIES: * Aligns motives, values and beliefs with Dollar General values. * Supports ownership by tapping into the potential of others. * Acts as a liaison between the Store Support Center and store employees. * Fosters cooperation and collaboration. * Interacts tactfully yet directly with employees and maintains an open forum of exchange. * Demonstrates responsiveness and sensitivity to customer needs. * Applies basic principles of retail (i.e., ordering cycles, peak inventories, merchandise flow, etc.). * Provides continuous attention to development of staff. * Recruits, hires and trains qualified applicants to fulfill a store need. * Ensures store compliance to federal labor laws and company policies and procedures. WORKING CONDITIONS and PHYSICAL REQUIREMENTS: * Frequent walking and standing. * Frequent bending, stooping and kneeling to run check out station, stock merchandise and unload trucks. * Frequent handling of merchandise and equipment such as hand-held scanners pricing guns, box cutters, merchandise containers and carts, two-wheel dollies, and U-boats (six-wheel carts). * Frequent and proper lifting of up to 40 pounds; occasional lifting of up to 55 pounds. * Occasional climbing (using ladder). * Occasional driving/providing own transportation to make bank deposits, attend management meetings and to other Dollar General stores. * Fast-paced environment; moderate noise level. * Occasionally exposed to outside weather conditions. Note: This position requires some travel with limited overnight stays Dollar General Corporation is an equal opportunity employer. Dollar General Corporation Pulaski VA

Manager, Contact Center

Expired Job

Medical Transportation Management