Contact Center Manager Program Manager II

Maryland Motor Vehicle Administration   Cumberland, MD   Full-time     Business Administration
Posted on February 1, 2025
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Contact Center Manager (Program Manager II) Executive Service (This position serves at the pleasure of the Appointing Authority) Open Recruitment The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic progressive leader focused on delivering a premier customer experience with innovative ideas and solutions for the Customer Contact Center. The MVA Contact Center Manager will lead in a new era of customer service for more than 100 agents, lead workers, supervisors, and managers. Providing direct supervision and oversight operations, the Contact Center Manager will be a change agent, cultivating a new culture of continuous feedback, positive recognition, and expansion of knowledge and best practices among Contact Center employees. The Manager will lead, coach, and develop the team to create a supportive, fair, and inclusive working environment for all employees. Responsibilities include the following: Providing daily supervision and oversight of the 100 + Contact Center agents. Being the liaison between Executive Leadership and agents ensuring fair and consistent accountabilities for performance while engaging genuine empathy for agents concerns to build trust and a strong workforce. Developing and executing process improvements and best practices for operational efficiency and customer satisfaction. Developing standard operational policies and procedures in accordance with applicable laws and regulations to enhance Contact Center operations. Leading and directing the Contact Center’s Operations and Content & Training Managers to develop and establish department goals, objectives, key performance indictors (KPls)/metrics; developing strategic metrics to attain and exceed these goals and objectives. Creating, implementing, and live the Premier Experience brand; working with section mangers, supervisors and leads, creating a culture of continuous feedback, positive recognition, and expansion of knowledge and best practices throughout the Contact Center. Assisting the Chief Customer Engagement Officer and Contact Center Director with on-going modernization project to procure and implement state-of-the-art technologies to enhance operational strategies as a Omnichannel Contact Center. The current vacancy exists at MDOT MVA, Office of Customer Engagement Contact Center, which is located in Cumberland, MD. (Allegany County).