Contact Center Manager: Lead & Elevate Agent Success

DMI; Sharonville (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) matches

Tuition assistance

Virtual health visits

Pet insurance

Wellness programs

Job summary

DMI is seeking a Contact Center Manager to lead the hiring, training, and supervision of call-center staff. This role is crucial for ensuring agents' performance objectives and enhancing customer service quality. The manager will develop agents, conduct performance reviews, and facilitate team meetings to align on goals.

The ideal candidate will have over 5 years of management experience and familiarity with the Mobile Industry or Contact Center industry.

Qualifications

• 5+ years of experience in people management.
• 2+ years of experience in Managed Mobile Services or Contact Center Industry preferred.

Responsibilities

• Hire, train, coach, and lead agents in supporting customer requests.
• Develop agents and create career paths.
• Answer agents’ questions and manage workloads.
• Lead team meetings and set expectations.
• Conduct monthly performance reviews.
• Research customer escalations and provide root-cause analysis.

Skills

Attention to detail

Organizational skills

Multitasking

Critical thinking

Leadership

Education

Minimum of a High School Diploma

Job description

DMI is seeking a Contact Center Manager to lead the hiring, training, and supervision of call-center staff. This role is crucial for ensuring agents' performance objectives and enhancing customer service quality. The manager will develop agents, conduct performance reviews, and facilitate team meetings to align on goals.

The ideal candidate will have over 5 years of management experience and familiarity with the Mobile Industry or Contact Center industry.