Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity

DMI , LLC is seeking a Contact Center Manager to join our staff. Call center managers are in charge of hiring, training, supervising, and motivating the call center's employees. Their responsibility is to ensure that their agents meet the objectives of and offer great customer service.

The duties of a call center manager generally involve a combination of team management, analytics, and human resource tasks. To make sure that customer objectives are accomplished, they create goals for a call center's daily operations and examine call center statistics. Managers must collaborate with call center agents to achieve the major objectives of productivity and efficiency.

The person in this position looks at the big picture to identify potential improvements as they arise as part of effective contact center management. Agent effectiveness is their primary focus, they must have the ability to intuitively assess their team for possible issues before they manifest. Maintaining positive relationships with their agents and enforcing company policies to achieve performance targets is essential for Contact Center Manager’s success.
Duties and Responsibilities:

- Hire, train, coach, and lead agents in supporting our customers’ requests

- 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 requests, managing their workloads, meeting Service Level Agreements and maintaining accuracy/processes.

- Lead team meetings, ask questions to better understand the hurtles agents are receiving, educate and coach them regarding processes and practices and set expectations to agents.

- Conduct monthly 1:1s with all agents to review performance to include quality evaluations, escalations, individual metrics, attendance and overall impact.

- Engage and interact with the agents, encourage the use of the DMI MMS Guiding Principles.

- Integrate the principles into the culture, conduct activities that demonstrate that leadership believes in them.

- Assist other management team members in identifying trends and establishing goals.

- Constantly evaluate and provide feedback on 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 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:

- Minimum 5+ years’ experience in people management.

- Prefer 2+ years’ experience in Managed Mobile Services, Mobile Industry, or in the Contact Center Industry.

- Minimum of High School Diploma

Required Skills & Certification:

- 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