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. You will support the leadership team to meet all performance metrics associated with operations. You will provide leadership, development and management of staff. You will report to the local contact center leadership.
You will...

• Provide leadership, development and management of Contact Center Operations.
• Build management routines and disciplines.
• Manage by observations and coaches in the moment.
• Lead staff in advancing quality and member experience.
• Develop process improvements.
• Conduct and document coaching, annual reviews and 1:1's.
• Develop personnel and support succession planning.
• Recognize employee achievements and promote company's core values.
• Champion company-wide programs (supporting changes).
• Help with candidate screening, interviews, hiring and new employee onboarding.
• Partner with workforce team to determine and meet staffing requirements.
• Evaluate performance outcomes to promote improvements.
• Approve payroll for employees.
• Monitor 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.
• 5+ years of relevant work experience.
• Experience in a managerial/supervisory capacity.
• Performance management, coaching and counseling skills.
• Working knowledge of ACD phone systems, contact center management tools and principles.
• Experience dealing with conflict management.
• Experience dealing with crisis and ability to create processes that best benefit the entire team.

Salary: Starting at $64,668 annually
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].