Contact Center Supervisor

MTM is hiring a Supervisor of the Contact Center! This an onsite position located at our new St. Louis office in The Grove.

The Supervisor, Contact Center (CC) 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: 1238 S. Vandeventer St. Louis, MO 63110

Salary Min: $47,476

Salary Max: $55,000

What Will Your Job Look Like?

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

All you need is...

High school diploma or G.E.D. equivalent

College degree in a related field, preferred

1+ years of previous leadership or supervisory experience required, or equivalent related experience

2+ years of previous experience overseeing a team primarily made up of in person or remote agents, preferred

1+ years of previous Contact Center leadership, preferred

Experience in coaching, mentoring and fostering a positive work environment

Even better if you have...

Strong leadership, mentoring and coaching skills

Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems

Strong analytical & strategic planning skills

Maintain a strong knowledge of products and services

Strong and effective communication skills • Strong organizational skills

Ability to motivate and supervise people toward high productivity • Strong presentation skills; can speak across various forums and communicate to all levels of employees

Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies

Proficient computer skills including Microsoft Outlook, Word, and Excel

High degree of accuracy, confidentiality, and the ability to work in a fast paced environment

Ability to multi-task and utilize Contact Center systems

Ability to maintain high level of confidentiality

Strong knowledge of Medicaid and NEMT programs

MTM Incentives

Health, Dental, Vision and Life Insurance plans

401(k) with a company match

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Birthday Holiday

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

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 People & Culture.

REQ9647