About DMI

DMI (Digital Management, LLC.), the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, IoT and big data analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Instagram.

About the Opportunity

DMI Managed Services provides world class mobility support to the largest companies/employers in the world. DMI works with each client to understand their unique mobility needs and deliver fast, accurate and reliable support to their employees through our various ticketing services, live support and chat options for upgrades, new lines of services, MACDs and more.

Our Managed Services Team is in search of 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.

Roles 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 

Requirements:

• 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 utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.

Desired Skills/Experience: 

• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction.
• Strong team organization and leadership skills to build and maintain a high performing team.
• Outstanding verbal, written and speaking skills
• Effective listening skills: demonstrated ability to handle difficult client situations to ensure resolution and client satisfaction.
• Advanced problem solving and critical thinking skills.
• Ability to prioritize multiple demands to provide maximum service level to all customer.
• Comfortable working in a fast-paced, dynamic environment.

Physical Requirements: 

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Location: Cincinnati, OH

Working at DMI:

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
• Development – Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options. 

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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