Contact Center Manager - Member Support

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

The Contact Center Manager for ID.me will drive performance and efficiency within our customer support organization by directly managing a team of 5-10 Team Leaders and indirectly leading 50-100 Member Support Representatives.  This role requires data analysis to identify areas for process improvement and implement changes that enhance team performance and customer experience.  Developing and mentoring the team to achieve operational excellence is also a key responsibility.

This opportunity is located onsite at ID.me’s headquarters in McLean, Virginia 5 days a week and is not able to be done remotely. 

Responsibilities: 

• Lead, motivate, & develop a high-performing team of member support representatives
• Foster a positive and supportive work environment that encourages teamwork and collaboration
• Provide ongoing training and development opportunities to enhance team members' skills and knowledge
• Conduct regular team meetings to communicate updates, address concerns, and foster open communication
• Recruit, interview, and onboard new call center representatives
• Champion employee engagement initiatives and recognize top performers
• Drive call center performance to meet and exceed key performance indicators (KPIs) such as service level, average handle time, customer satisfaction, and productivity metrics
• Develop and implement strategies to improve call center efficiency and effectiveness
• Monitor real-time performance and identify areas for improvement
• Conduct regular performance reviews with team members, providing constructive feedback and coaching
• Proactively recognize and address performance gaps through observation, performance data analysis, and feedback
• Collaborate with other departments to identify and resolve cross-functional issues impacting call center performance
• Stay current on company policies, industry best practices and emerging technologies

Education and Experience:

• High school diploma or equivalent required; Bachelor’s degree preferred  
• Must have a minimum of 5 years of experience in a customer service or customer support role preferably within a contact center 
• Must have a minimum 3 years of experience in a leadership role preferably within a contact center 
• Demonstrated and proven ability to lead, motivate, or develop a team, driving performance, evaluating quality and delivering on results
• Proficiency in using Mac and/or PC platforms for daily operations 
• Proficiency in using video conferencing software like Zoom 
• Proficiency in using Google Suite
• Proficiency in using ticketing software like Zendesk
• Proficiency in using Tableau and/or Metabase

Required Skills & Competencies:

• Excellent written and verbal communication skills
• Excellent interpersonal skills and capable of de-escalating conflict
• Consistently demonstrates punctuality and reliability in attendance 
• Ability and willingness to work in-office five days per week
• Ability and willingness to jump in and assist with queues as needed during peak times
• Ability to handle sensitive information with confidentiality
• Ability to thrive in a fast-paced environment when there are changing priorities 
• Ability to be a team player with a strong, self-managing work ethic
• Ability to be a self-starter with a passion for learning and continuous improvement
• Strong analytical skills with a focus on problem-solving, troubleshooting, and conflict resolution 

Physical Requirements:

• Prolonged period