Contact Center Manager

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $111.9k - $139.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DMI (Digital Management, LLC)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

DMI (Digital Management, LLC) is a leading global provider of digital transformation and managed IT services that operates across both the public and private sectors. DMI's broad capabilities encompass artificial intelligence and data, application development and modernization, security and privacy, and cloud and infrastructure, supporting a diverse range of clients including national security, transportation, automotive, manufacturing, and consumer goods sectors. The company is recognized as an eight-time leader in the Gartner Magic Quadrant for Managed Mobility Services, and its Cloud+ suite offers comprehensive solutions for cloud advancements. DMI is committed to delivering superior customer satisfaction and innovative digital solutions that drive impactful business and mission outcomes for its clients worldwide.

📋 Description

• Hire, train, coach, and lead agents in supporting customers’ requests • Develop agents and create career-path plans aligned with their skills and goals • Answer agent questions and guide them through difficult requests • Manage workloads, meet Service Level Agreements, and maintain accuracy and processes • Lead team meetings, identify agent hurdles, educate and coach agents on processes and practices, and set expectations • Conduct monthly one-on-one performance reviews covering quality evaluations, escalations, individual metrics, attendance, and overall impact • Engage with agents and encourage use of DMI MMS Guiding Principles • Integrate guiding principles into the team culture through leadership activities • Assist management team members in identifying trends and establishing goals • Evaluate tools and dashboards used to run the department • Ensure staff achieve desired service levels and take corrective action in real time • Hold agents accountable for poor performance and behavior • Prepare reports and analyze data to improve processes, forecast volumes, allocate resources, and maximize efficiency and customer satisfaction • Develop and implement a workforce management plan to achieve all SLAs • Research customer escalations, provide root cause analysis, and respond to CSM or customer emails • Support employees, managers, and call center operations through additional tasks and projects

🎯 Requirements

• Minimum 5+ years’ experience in people management • Minimum of High School Diploma • Regular and reliable attendance • Ability to work overtime to complete projects • Strong attention to detail and organizational skills • Multitasking skills and ability to keep up in a fast-paced work environment • Ability to utilize critical thinking to complete tasks • Ability to be flexible in scheduling to meet business needs • Must be able to successfully complete a required fingerprint background investigation • Must be a U.S. Citizen • Ability to work in an office environment • Ability to sit for long periods of time • Ability to utilize a keyboard and mouse • Ability to work in front of a computer screen for long periods of time • Prefer 2+ years’ experience in Managed Mobile Services, Mobile Industry, or in the Contact Center Industry • Strong customer focus and ability to lead by example • Strong team organization and leadership skills • Outstanding verbal, written and speaking skills • Effective listening skills and ability to handle difficult client situations • Advanced problem solving and critical thinking skills • Ability to prioritize multiple demands • Comfortable working in a fast-paced, dynamic environment

🏖️ Benefits

• Virtual health visits • Commuter perks • Pet insurance • Entertainment discounts • Annual performance reviews • Tuition assistance • Internal career growth opportunities • Generous 401(k) matches • Life and disability insurance • Financial wellness tools • Annual awards • Service anniversaries • Referral bonuses • Peer-to-peer shoutouts • Healthcare coverage • Wellness programs • Flu shots • Biometric screenings • Remote work