Contact Center Manager

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. This role... 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. We are interested in speaking to people with the following... 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 PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 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 View email address on click.appcast.io Due to system issues, if you are unable to search for your application, please reach out to the Talent Acquisition team via email at View email address on click.appcast.io and a member of the Talent Acquisition team will reach out to you within the next 48 business hours. We appreciate your interest in joining Modivcare! Our goal isn’t a number. It’s a difference. Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation and personal and home care to enable greater access to care, reduce costs and improve outcomes. Please note, Modivcare will never ask any potential applicant for employment for any Personal Identifiable Information via social media. Additionally, Modivcare will never ask any applicant for money. Please be cautious of any individual posing as a recruiter for Modivcare requesting personal identifiable information. If you suspect someone is attempting to collect your personal information or solicits money from you via any social media platform, we encourage you to report such scammers to that platform. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!