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.
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
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
What’s in it for you?
Health and Life Insurance Plans
Dental and Vision Plans
Casual Dress Environment
*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 firstname.lastname@example.org.