Supervisor, Contact Center

Supervisor, Contact Center (CC)

The Supervisor, Contact Center 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.

Location : This is a hybrid role of work from home three days a week and in office two days a week at our Washington D.C. location located at 55 M Street SE Washington DC 20003.

What you'll do :

• 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 KPI's 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
• Assist with compiling data and preparing reports
• Provide support on special projects as needed

What you'll need :

Skills :

Even better if you have...

What's in it for you :

Salary Min : $47,476.00

Salary Max : $60,000.00

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

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 MTM's People & Culture.