Supervisor| Call Center

At MTM, we are not just colleagues; we are collaborators on a shared mission:
communities without barriers.
We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.
Our company culture is one of innovation, collaboration, and growth.
Ifyou are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!The Supervisor, Call Center (Access2Care) 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, Call Center (Access2Care) leads and motivates through open communication to ensure the overall success of their staff and team.
Location:
This position is hybrid/remote depending on the locationWhat you'll do:
Provide leadership and management of direct and non-direct reportsEnsure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goalsMeet/exceed Contact Center performance expectations and goalsConsistently be attentive to real-time service levels within the Contact Center; taking action when neededAnalyze statistical Contact Center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action PlansEnsure oversight on Contact Center specific projects that have a direct impact on the business KPI's and goalsOversee team staffing levels and partner with People Culture to help support recruitment effortsHost regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamworkAssist with compiling data and preparing reportsProvide support on special projects as neededWhat you'll need:
Experience, Education Certifications:
High school diploma or G.
E.
D.
equivalent1+ years of previous leadership or supervisory experience required, or equivalent related experienceExperience in coaching, mentoring, and fostering a positive work environmentSkills:
Strong leadership, mentoring, and coaching skillsTech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systemsStrong analytical strategic planning skillsMaintain a strong knowledge of products and servicesStrong and effective communication skillsStrong organizational skillsAbility to motivate and supervise people toward high productivityStrong presentation skills; can speak across various forums and communicate to all levels of employeesAbility to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policiesProficient computer skills including Microsoft Outlook, Word, and ExcelHigh degree of accuracy, confidentiality, and the ability to work in a fast-paced environmentAbility to multi-task and utilize Contact Center systemsAbility to maintain a high level of confidentialityStrong knowledge of Medicaid and NEMT programsEven better if you have.
College degree in a related field, preferred2+ years of previous experience overseeing a team primarily made up of work-at-home or remote agents, preferred1+ years of previous Contact Center leadership, preferredWhat's in it for you:
Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesSalary Min:
$20.
00/hrSalary Max:
$22.
85/hrThis 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.
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