Contact Center Manager
Company: DMI (Digital Management, LLC)
Posted on: May 15, 2022
DMI is a global professional services company that specializes
in digital strategy, design, transformation, and support. More than
your basic systems integrator or big-box advisor, we are a new
breed of partner that blends human-centric consulting and design
with agile engineering, delivery, and global scale. We believe that
digital transformation is an end-to-endless evolutionary process
that requires technology solutions and partners that meet
organizations where they are. Consultants at the core, DMI has been
delivering mission-critical, enterprise-grade solutions since 2002
for more than a hundred Fortune 1,000 enterprises, various state
and local government agencies, and all fifteen U.S. federal
departments. DMI has grown to 2,100+ employees globally and has
been continually recognized by top industry analysts as well as a
Top Workplace in the USA and Remote.
DMInc.com - Careers - Twitter - LinkedIn - Facebook
About The Opportunity
Our Managed Services Team needs a Contact Center Manager to join
our staff. Contact Center Managers are responsible for ensuring the
DMI contact center always operates effectively and efficiently.
They must maintain a high level of customer satisfaction, and the
ability to maintain a positive, professional attitude with
customers and colleagues is essential. A Contact Center manager is
responsible for training, scheduling, and leading their team, as
well as overseeing strategies for inbound and outbound calls. The
ideal candidate must be capable of using software programs and
tools, as well as possess the ability to type and run various
company reports. This role oversees their contact center's
statistics and they take proactive and reactive steps to improve
those statistics as needed. Additionally, they help provide
guidance and training to employees to improve performance.
The Contact Center Manager must have good interpersonal,
communication, and leadership skills, as well as be able to use
basic computer programs such as the Microsoft Office suite.
Demonstrated customer service skills are required.
Roles And Responsibilities
Hire, train, coach, and lead contact center agents in supporting
Develop agents, work with them on a career path to suit their
skills, develop a plan with them to get them to where they want to
Answer agent's questions and guide them through difficult calls or
issues, diffuse angry customers, or handle issues that cannot be
fielded by agents.
Lead team meetings, ask questions to better understand the calls
agents are receiving, educate and coach them regarding processes
and practices and explain expectations to agents.
Conduct monthly 1:1s with all agents to review performance to
include quality evaluations, call metrics, ticket performance, and
chat performance along with opportunities for improvement.
Engage and interact with the agents, encourage the use of the DMI
MMS Guiding Principles.
Integrate the principles into the culture of the Contact Center,
conduct activities that demonstrate that leadership believes in
Assist other management team members in identifying trends and
establishing call center goals.
Constantly evaluate and provide feedback on Contact Center tools
and available dashboards used to run the department.
Ensure staff members are achieving desired service levels and take
corrective action, in real time.
Hold agents accountable to expectations for poor performance and
Prepare reports and analyze call center data to improve processes,
forecast volumes, ensure resources are properly allocated and
maximize efficiency and customer satisfaction. Develop and
implement a workforce management plan to ensure all SLAs are
Research customer escalations, provide root cause analysis, and
respond to emails from CSMs or customers.
Take on other tasks or projects to support employees, other
managers, and call center operations.
Education and Years of Experience:
Must have experience in at least one of the following: delivering
Managed Mobile Services, working in the Mobile Industry, or working
in the Contact Center Industry.
Must have experience managing, developing, and holding employees
accountable to goals.
Prior experience working for a mobile carrier strongly
High School Diploma or higher strongly preferred
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
The ability to utilize critical thinking to complete tasks.
Ability to be flexible in scheduling to meet business needs.
Exhibits strong customer focus and the desire and ability to lead
by example to provide excellent customer satisfaction.
Outstanding verbal, written and speaking skills
Effective listening skills: demonstrated ability to handle
difficult client situations to ensure resolution and client
Advanced problem solving and critical thinking skills.
Ability to prioritize multiple demands to provide maximum service
level to all customer.
Comfortable working in a fast-paced, dynamic environment.
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
Location: Cincinnati, OH
Working at DMI
The Following Categories Make Up Your DMI Wellbeing
DMI is a diverse, prosperous and rewarding place to work. Being
part of the DMI family means we care about your wellbeing. As such,
we offer a variety of perks and benefits that help meet various
interests and needs, while still having the opportunity to work
directly with a number of our award winning, Fortune 1000
Community - Blood drives, volunteering opportunities, Holiday
parties, summer picnics, Tech Chef, Octoberfest just to name a few
ways DMI comes together as a community.
Convenience/Concierge - Virtual visits through health insurance,
pet insurance, commuter benefits, discount tickets for movies,
travel and many other items to provide convenience.
Development - Annual performance management, continuing education
and tuition assistance, internal job opportunities along with
career enrichment and advancement to help each employee with their
professional and personal development.
Financial - Generous 401k match for both pre-tax and post-tax
(ROTH) contributions along with financial wellness education, EAP,
Life Insurance and Disability help provide financial stability for
each DMI employee.
Recognition - Great achievements do not go unnoticed by DMI through
Annual Awards ceremony, service anniversaries, peer-to-peer
acknowledgement through Give-A-Wow, employee referral bonuses.
Wellness - Healthcare benefits, Wellness programs, Flu Shots,
Biometric screenings, on-site lactation rooms provide employees
with several wellness options.
Employees are valued for their talents and contributions. We all
take pride in helping our customers achieve their goals, which in
turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and
advance in employment individuals with disabilities and protected
veterans, and to treat qualified individuals without discrimination
on the basis of their physical or mental disability or veteran
status. DMI is an Equal Opportunity Employer
Minority/Female/Veterans/Disability. DMI maintains a drug-free
***************** No Agencies Please *****************
Applicants selected may be subject to a government security
investigation and must meet eligibility requirements for access to
classified information. US citizenship may be required for some
Job ID: 2022-23254
Keywords: DMI (Digital Management, LLC), Cincinnati , Contact Center Manager, Executive , Cincinnati, Ohio
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