Contact Center Manager

Company: DMI (Digital Management, LLC)
Location: Cincinnati
Posted on: May 15, 2022

Job Description:

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.

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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 our customers.
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 go.
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 them.
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 behavior.
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 achieved.
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.

Qualifications

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 preferred
High School Diploma or higher strongly preferred

Requirements
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.
The ability to utilize critical thinking to complete tasks.
Ability to be flexible in scheduling to meet business needs.

Desired Skills/Experience
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 satisfaction.
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.

Physical Requirements
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.

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 clients.
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 workplace.

***************** 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 positions.

Job ID: 2022-23254

Keywords: DMI (Digital Management, LLC), Cincinnati , Contact Center Manager, Executive , Cincinnati, Ohio