Supervisor, Contact Center

MTM Transit•Norton, VA

1d•$52,000•Onsite

About The Position

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. This position is located on-site in Norton, VA. What you’ll do: 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 What you’ll need: Experience, Education & Certifications: High school diploma or G.E.D. equivalent 1+ years of previous leadership or supervisory experience required, or equivalent related experience Experience in coaching, mentoring and fostering a positive work environment Skills: Strong leadership, mentoring and coaching skills Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems Strong analytical & strategic planning skills Maintain a strong knowledge of products and services Strong and effective communication skills • Strong organizational 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 Proficient computer skills including Microsoft Outlook, Word, and Excel High degree of accuracy, confidentiality, and the ability to work in a fast-paced environment Ability to multi-task and utilize Contact Center systems Ability to maintain high level of confidentiality Strong knowledge of Medicaid and NEMT programs Even better if you have... College degree in a related field, preferred 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 What’s in it for you: Health and Life Insurance Plans Dental and Vision Plans 401(k) with a company match Paid Time Off and Holiday Pay Maternity/Paternity Leave Casual Dress Environment Tuition Reimbursement MTM Perks Discount Program Leadership Mentoring Opportunities Salary Max: $52,000 This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process. 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 MTM’s People & Culture. #MTM About Us MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks. MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals: - Respect Individuals - Collaborate to Innovate - Deliver Value - Align with Clients - Act with Integrity Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact. 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. Don't see your dream job listed? No problem! Introduce yourself by completing this form with your contact information and resume. We’ll keep your details on hand and reach out if a great opportunity opens up that matches your experience. Benefits without Barriers To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded. Limitless Growth Opportunities At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible. Art of Client Communication Cornerstone Program Bench Program Tech Bench Program Continuous Education Reimbursement

Requirements

High school diploma or G.E.D. equivalent
1+ years of previous leadership or supervisory experience required, or equivalent related experience
Experience in coaching, mentoring and fostering a positive work environment
Strong leadership, mentoring and coaching skills
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Strong analytical & strategic planning skills
Maintain a strong knowledge of products and services
Strong and effective communication skills
Strong organizational 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
Proficient computer skills including Microsoft Outlook, Word, and Excel
High degree of accuracy, confidentiality, and the ability to work in a fast-paced environment
Ability to multi-task and utilize Contact Center systems
Ability to maintain high level of confidentiality
Strong knowledge of Medicaid and NEMT programs

Nice To Haves

College degree in a related field, preferred
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

Responsibilities

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