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Manager, Contact Center Operations at Medical Transportation Management in Lake Saint Louis, Missouri

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time





Job Description:

Consider a Career at MTM

From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Association’s Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities. 

MTM, Inc. continues to grow and we are seeking a Manager, Contact Center Operations!

MTM, Inc. is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources. MTM is made up of people who share a passion for making a positive impact. Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities. MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.

The Manager, Contact Center Operations is a pivotal role that will be responsible for overseeing all aspects of the Contact Center Dispatch Operations.  The Manager, Contact Center Operations will partner with Workforce to manage the Dispatch Team, help foster a positive environment by developing and coaching, as well as managing the overall productivity of all dispatch operations. The Manager, Contact Center Operations will recommend, develop, implement and drive improvements and/or modifications of systems, processes, methods, resource utilization, to reduce overall dispatch operations costs.

This position can sit at our Lake St. Louis, MO location.

Responsibilities:


  • Provide guidance and development opportunities of staff

  • Identify and prioritize opportunities for process improvements and technology enhancements to ensure the efficiency of all Dispatch functions

  • Ensure effective communication is happening throughout the department, including but not limited to:  Monthly Manager Meetings, team meetings, coaching, and mentoring conversations

  • Develop appropriate and effective KPI’s for each team member, and monitor staff productivity and progress towards meeting defined KPI’s

  • Monitor and ensure Dispatchers provide a high level of service to Customers, Drivers and third party Transportation Vendors

  • Ensure all daily dispatch tasks are completed in a timely and accurate manner

  • Escalate issues with trip routing and scheduling to appropriate internal stakeholders including Logistics Master Data, Vendor Recruitment, and/or local Vendor Management teams

  • Ensure issues with dispatch task completion are appropriately documented and communicated to relevant leadership and internal stakeholders

  • Ensure all staff are provided the training and resources necessary to effectively complete assigned tasks

  • Act as a resource to staff, answering questions and assisting with escalated issues as appropriate

  • Proactively coach staff members on areas of opportunity for performance improvement and development opportunities

  • Conduct monthly meetings with all direct reports to evaluate employee performance

  • Manage employee discipline process in adherence to MTM policies

  • Manage the employee recruitment process in adherence to MTM policies

  • Partner with workforce management to ensure staffing levels are maintained for all shifts

  • Represent Dispatch Operations on special projects including new technology projects as well as new contract implementations

  • Regular attendance is required

  • Other duties as assigned

Minimum Qualifications:


  • High School Diploma or G.E.D.

  • College degree or equivalent work experience

  • Minimum 3+ years in a Management position, specifically in Customer Service Center or Dispatch Operations (5+ years preferred)

  • 3+ years of previous experience in transportation, logistics or fleet management is required (5+ years is preferred)

  • Moderate skills in Microsoft Office

  • Experience with routing and dispatch applications is preferred

  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Competency Based Qualifications:


  • Ability to maintain a high level of confidentiality

  • Excellent communication and interpersonal skills

  • Good organizational skills

  • Strong execution for results

  • Strong ability to pay attention to detail

  • Ability to meet deadlines and complete work in a timely manner

  • Must be able to demonstrate strong customer service skills

  • Moderate skills in Microsoft Office

  • Ability to prioritize assigned projects, incidents and requests

  • Ability to identify with customers' needs and circumstances

  • Ability to recognize, handle and refer situations of an emergent nature

  • Demonstrate a high level of ownership

  • Analytical in using data to drive operational and cost improvement

  • Ability to maintain positive and team focused during high stress situations

  • Ability to motivate and coach employees to deliver a high level of productivity

  • Knowledge of transportation logistics and dispatch operations

  • Ability to make sound judgement calls

  • Strong decision making and problem solving abilities

  • Adhere to all MTM established protocols and policies

  • Regular attendance

What’s in it for you?


  • Paid vacation

  • Holiday Pay

  • Health and Life Insurance Plans

  • Dental and Vision Plans

  • 401(k)

  • Onsite Gym

  • Wellness Screenings

  • Birthday Holiday

  • Training Development

  • Casual Dress Environment

  • Scholarship Program

  • Healthy Market

  • Free Coffee

*These benefits may not be available at all locations

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 at (636) 561-5686 or talent@mtm-inc.net.