Contact Center Director

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Contact Center Director to join our Managed Services team. Our Contact Center Director will be responsible for ensuring the DMI contact center always operates effectively and efficiently. They must ensure that the contact center maintains a high customer satisfaction and quality assurance scores, and this candidate must have the ability to maintain a positive, professional attitude with customers and employees.

The Contact Center Director is responsible for managing scheduling, leading their team of service desk agents, as well as overseeing strategies for inbound contacts, outbound contacts, and ticket management. The ideal candidate must be capable of using contact center platform tools, as well as possess the ability to forecast volumes and compose a functional workforce management plan. This role is accountable to achieving contact center service level agreements (SLAs), and they must take proactive and reactive steps to improve SLA achievement as needed.

The Contact Center Director must have strong interpersonal, communication, and leadership skills, as well as be able to use basic computer programs such as the Microsoft Office suite. Demonstrated customer service and employee management skills are required.

Duties and Responsibilities:

Develop a culture focused on delivering a world class customer experience and that fosters employee engagement.
• Analyze call center 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 account management or customers.
• Maintain high employee satisfaction scores and reduce employee voluntary attrition.
• Utilize management team to delegate assignments to meet objectives.
• Develop the skills of employees within the contact center and grow a bench of leaders to scale the business with growth.
• Conduct monthly 1:1s with direct reports.
• Lead daily manager team meetings.
• Provide daily, weekly, monthly reporting to Executive Leaders.
• Host weekly and monthly operations reviews with Executive Leaders.
• Develop and execute daily, weekly, and monthly communications to the Contact Center.
• Lead employee engagement activities and instill DMI's culture within the contact center.
• Ensure agents are achieving desired performance levels and take corrective action to improve underperforming agents.
• Manage corrective action process for bad behavior including tardiness, excessive absences, & violations of the employee handbook.

Education and Years of Experience:

• 5 years' experience in an IT or Call Center leadership role developing strategies to optimize contact center operations.
• Experience managing, developing, and holding employees accountable to goals.

Required and Desired Skills/Certifications:

• 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.
• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction.
• 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.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: This position sits onsite in our Sharonville, OH location.

#LI-EK1

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:

• 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 matches 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 acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other 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.

***************** 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.