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Supervisor, Contact Center

Expired Job

Medical Transportation Management Las Vegas , NV 89119

Posted 2 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.
MTM, Inc.
continues to grow and we are seeking a Supervisor, Contact Center MTM, Inc.
is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources.
MTM is made up of people who share a passion for making a positive impact.
Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities.
MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.
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.
This position is located at our office in Las Vegas, NV

Responsibilities:
  • 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 KPIs 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

  • Provide support on special projects as needed

    Minimum Qualifications:
  • 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

  • Proficient computer skills including Microsoft Outlook, Word, and Excel * 2+ years of previous experience overseeing a team primarily made up of work at home or remote agents, preferred * 1+ years of previous Contact Center leadership, preferred

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

  • 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

  • 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

  • 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 Whats 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 or .

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Supervisor, Contact Center

Expired Job

Medical Transportation Management