Manager

DMI (Digital Management, LLC)

. Hire, train, coach, and lead agents in supporting customers’ requests .

Posted 9/17/2026full-timeRemote • Maryland • United StatesMid-LevelSenior💰 $111,914 - $139,893 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and people management skills, with a focus on developing high-performing teams and ensuring customer satisfaction. Proficient in data analysis, workforce management, and implementing processes to achieve service level agreements.

Highest-signal resume keywords

People ManagementData AnalysisWorkforce ManagementCustomer SatisfactionLeadership Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisWorkforce ManagementRoot Cause AnalysisPerformance EvaluationProcess Improvement

Soft Skills

Attention to DetailOrganizational SkillsCritical ThinkingEffective ListeningMultitasking

Tools & Technologies

DMI MMS Guiding PrinciplesPerformance MetricsDashboards

Certifications & Qualifications

High School DiplomaFingerprint Background Investigation

Industry Keywords

Service Level AgreementsCustomer EscalationsCall Center OperationsTeam MeetingsGovernment Security Investigation

About the role

Key responsibilities & impact

Hire, train, coach, and lead agents in supporting customers’ requests
Develop agents and create career paths and development plans
Answer agent questions and guide them through difficult requests
Manage workloads, Service Level Agreements, accuracy, and processes
Lead team meetings and coach agents on processes and practices
Conduct monthly 1:1s with all agents to review performance, quality evaluations, escalations, metrics, attendance, and overall impact
Engage with agents and encourage use of DMI MMS Guiding Principles
Integrate guiding principles into the culture through leadership activities
Assist management team members in identifying trends and establishing goals
Evaluate and provide feedback on tools and dashboards used to run the department
Ensure staff achieve service levels and take corrective action in real time
Hold agents accountable for poor performance and behavior
Prepare reports and analyze data to improve processes, forecast volumes, allocate resources, and maximize efficiency and customer satisfaction
Develop and implement a workforce management plan to achieve SLAs
Research customer escalations, provide root cause analysis, and respond to CSM or customer emails
Take on additional tasks and projects supporting employees, managers, and call center operations

Requirements

What you’ll need

Minimum 5+ years’ experience in people management
Minimum of High School Diploma
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
Ability to utilize critical thinking to complete tasks
Ability to be flexible in scheduling to meet business needs
Strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction
Strong team organization and leadership skills to build and maintain a high performing team
Outstanding verbal, written and speaking skills
Effective listening skills and ability to handle difficult client situations
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
Ability to work in an office environment
Ability to sit for long periods of time
Ability to utilize a keyboard and mouse
Ability to work in front of a computer screen for long periods of time
Must be able to successfully complete a required fingerprint background investigation
Must be a U.S. Citizen
Must be located in Maryland
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

Benefits

Comp & perks

Virtual health visits
Commuter perks
Pet insurance
Entertainment discounts
Annual performance reviews
Tuition assistance
Internal career growth opportunities
Generous 401(k) matches
Life insurance
Disability insurance
Financial wellness tools
Annual awards
Service anniversaries
Referral bonuses
Peer-to-peer shoutouts
Healthcare coverage
Wellness programs
Flu shots
Biometric screenings