Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
Modivcare is looking for an experienced Contact Center Manager to join our team. This position is responsible for overseeing day-to-day operations, leading, and guiding a team of representatives to ensure service level and contract goals are met, and driving continuous improvement to enhance the customer experience and satisfaction.
Monitors contact center performance, operating efficiencies, and staff development.
Implements call center process and policy improvements.
Identifies and resolves customer issues, including participating in routine communications with clients to ensure complete customer satisfaction.
May personally respond to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
Administers call center policies governing scheduling, call handling, and customer service.
Delivers daily, weekly, and monthly reports to be used by management and clients.
Ensures training needs and proper contact center education occurs.
Provides escalated support and guidance on the Medicaid policy manual and relevant transportation needs.
Maintains working knowledge of proprietary software.
May lead projects and perform other duties as assigned.
Occasional business travel may be required.
Determines appropriate resourcing of staff in order to achieve goals and objectives.
Manages and mentors employees on performance gaps, career development opportunities, and strategies.
Manages and mentors employees on performance gaps, career development opportunities, and strategies.
Manages and coaches employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.
Recognizes others’ contributions and share credit for success.
Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.
Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.
Bachelor's Degree required.
Six (6) plus years experience in a heavy phone volume contact center.
Two (2) plus years leadership responsibility.
Or equivalent combination of education and/or experience.
Strong ability to use thinking and reasoning to solve a problem.
Excellent verbal and written communication skills; ability to communicate effectively, clearly, and concisely.
Excellent ability to take care of the customers’ needs while following company procedures.
Ability to make critical decisions while following company procedures.
Ability to get along well with a variety of personalities and individuals.
Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
Intermediate proficiency in the use of Word, Excel, Outlook, and PowerPoint.
Ability to organize and direct oneself and effectively supervise others.
Ability to find a solution for or to deal proactively with work-related problems.
Ability to effectively build relationships with customers and co-workers.
Driven ability to complete assigned tasks under stressful situations.
Knowledge and proficiency of call/contact center management tools and principles.
Knowledge and proficiency in quality improvement tools and processes.
Must be able to work independently and as a member of a team.
Must possess ability to analyze data and report on center performance.
Salary Range: $ 60,800.00 - $75,000.00 Annual
This role is bonus eligible based on individual and company performance.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.
Extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; lifting up to 10 lbs.
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:
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Medical, Dental, and Vision insurance
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Employer Paid Basic Life Insurance and AD&D
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Voluntary Life Insurance (Employee/Spouse/Child)
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Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post - -Tax Commuter and Parking Benefits
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401(k) Retirement Savings Plan with Company Match
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Paid Time Off
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Paid Parental Leave
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Short-Term and Long-Term Disability
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Tuition Reimbursement
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Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare is an Equal Opportunity Employer.
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EEO is The Law - click here for more information
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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [email protected]
