Contact Center Lead

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 Lead. You will ensure that all team members have resources, are proficient in their daily tasks, and assist with escalated situations. You will serve staff by staying visible and walking the floor answering questions. You will report to the local contact center leadership.
You will...

• Answer employee questions and take escalated calls.
• Coach agents on quality and scorecard performance.
• Support phone and queue work.
• Initiate IT service requests
• Help with escalations and complaints.
• Manage by observations and coach in the moment.
• Monitor client and team resource performance.
• Provide contact center management with staff performance feedback.
• Will take calls during weekly shift to maintain an accurate understanding of position requirements.
• Live monitoring queues and skills while communicating needed changes to National Command Center.

We are excited to speak to someone with the following...

• High school diploma or GED.
• 3+ years of contact center customer service experience.
• Excellent customer service.
• Can understand complex instructions.
• Write and speak English fluently.
• Can type 35wpm.

Pay starting at $19.47 an hour
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].
• Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.