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
High school diploma or G.E.D.
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
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?
Health and Life Insurance Plans
Dental and Vision Plans * 401(k) * Onsite Gym
Casual Dress Environment
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 .
Medical Transportation Management