Manager - Contact Center

Manager - Contact Center

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 includes :

• Monitoring contact center performance, operating efficiencies, and staff development.
• Implementing process and policy improvements across the contact center.
• Identifying and resolving customer issues; participating in routine communications with clients to ensure complete satisfaction.
• Personally responding to complex or escalated customer inquiries when more in-depth knowledge is required.
• Administering policies governing scheduling, call handling, and customer service standards.
• Delivering daily, weekly, and monthly reports for use by management and clients.
• Ensuring all training needs and proper contact center education are addressed.
• Providing escalated support on Medicaid policy and transportation needs.
• Maintaining working knowledge of proprietary software systems.
• Leading projects and performing 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 :

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 :

Modivcare is an Equal Opportunity Employer. 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 hr.recruiting@modivcare.com .