Who We Are and Our Mission:

MTM and MTM Transit are healthcare and transportation management companies whose mission is to collaborate with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. As the nation's most trusted partners in removing community barriers, we prioritize the wellbeing of the communities we serve through philanthropy. Nationwide, our diverse employee base is always willing to give back and contribute. As a Woman-Owned Business Enterprise (WBE) certified by the Women's Business Enterprise National Council, we are committed to maintaining and empowering a diverse workforce.

Simply put, we are passionate about what we do and it shows. MTM has been recognized with numerous awards and accolades, including Mogul's Top 100 Innovators in Diversity & Inclusion (2017). The St. Louis Business Journal Healthiest Employers (2020), Best Places to Work (2019), Fastest-Growing Private Companies (2017), Top Family Owned Business (2016) and Top Five Largest Women-Owned Business (2020)

What Will Your Job Look Like?

The Supervisor, Contact Center (CC) is responsible for managing and coaching our Customer Service staff. This includes day-to-day activities related to the operation of the Contact Center such as assessing performance, providing feedback and giving excellent customer service to internal and external customers. The Supervisor, Contact Center leads and motivates through open communication to ensure the overall success of their staff and team.

• Provide leadership and management of direct and non-direct reports
• Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals
• Meet/exceed Contact Center performance expectations and goals
• Consistently be attentive to real time service levels within the Contact Center; taking action when needed
• Analyze statistical Contact Center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans
• Ensure oversight on Contact Center specific projects that have a direct impact on the business KPI’s and goals
• Oversee team staffing levels and partner with People & Culture to help support recruitment efforts
• Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
• Assist with compiling data and preparing reports
• Provide support on special projects as needed

All you need is...

• High school diploma or G.E.D. equivalent
• College degree in a related field, preferred
• 1+ years of previous leadership or supervisory experience required, or equivalent related experience
• Experience in coaching, mentoring and fostering a positive work environment
• Proficient computer skills including Microsoft Outlook, Word, and Excel
• 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

Even better if you have...

• 2+ years of previous experience overseeing a team primarily made up of work at home or remote agents, preferred
• 1+ years of previous Contact Center leadership, preferred
• Strong knowledge of Medicaid and NEMT programs
• Strong leadership, mentoring and coaching skills
• Ability to motivate and supervise people toward high productivity
• Strong presentation skills; can speak across various forums and communicate to all levels of employees
• Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
• Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
• Strong and effective communication skills
• High degree of accuracy, confidentiality, and the ability to work in a fast paced environment

MTM Incentives

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Work From Home Opportunities
• Flexible Scheduling
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Birthday Holiday
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Milestone Anniversary One Month Sabbatical
• Leadership Mentoring Opportunities

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