- Professional
- Office in Ridgeland
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 Manager - Contact Center to join our team. This role 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.
This role…
Monitors contact center performance, operating efficiencies, and staff development.
Implements process and policy improvements across the contact center.
Identifies and resolves customer issues; participates in routine communications with clients to ensure complete satisfaction.
Personally responds to complex or escalated customer inquiries when more in-depth knowledge is required.
Administers policies governing scheduling, call handling, and customer service standards.
Delivers daily, weekly, and monthly reports for use by management and clients.
Ensures all training needs and proper contact center education are addressed.
Provides escalated support on Medicaid policy and transportation needs.
Maintains working knowledge of proprietary software systems.
Leads projects and performs additional duties as assigned.
May require occasional business travel.
Determining appropriate resourcing of staff to meet operational goals.
Managing and mentoring employees in areas such as performance, career development, onboarding, performance management, succession planning, employee relations, and compensation.
Recognizing team contributions and driving employee satisfaction and retention initiatives.
Preparing and managing departmental budget, analyzing variances, and implementing corrective actions to maximize performance.
We are interested in speaking with individuals with the following…
Bachelor's Degree required.
Six (6) plus years of experience in a high-volume contact center.
Two (2) plus years of leadership experience.
Or equivalent combination of education and/or experience.
Strong problem-solving and critical thinking skills.
Excellent verbal and written communication skills.
Demonstrated customer service skills and decision-making under policy compliance.
Ability to work effectively with diverse personalities and influence performance.
Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
Proven leadership and staff supervision experience.
Ability to analyze data and report on performance metrics.
Strong interpersonal and team-building skills.
Ability to work independently and collaboratively.
Knowledge of contact center management tools and quality improvement processes.
Salary: $60,800 - $82,100
Bonus eligible based on individual and company performance.
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:
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare is an Equal Opportunity Employer.
- EEO is The Law - click here for more information
- Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
- 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]
