Contact Center Manager

Modivcare • Ridgeland, MS

3d • Onsite

About The Position

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 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.

Requirements

• Bachelor's Degree required
• Six (6) plus years experience in a heavy phone volume contact center
• Two (2) plus years leadership responsibility
• 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

Nice To Haves

• Occasional business travel may be required

Responsibilities

• Oversee day-to-day operations
• Lead and guide a team of representatives to ensure service level and contract goals are met
• Drive continuous improvement to enhance the customer experience and satisfaction
• Monitor contact center performance, operating efficiencies, and staff development
• Implement call center process and policy improvements
• Identify and resolve customer issues
• Participate in routine communications with clients to ensure complete customer satisfaction
• Respond to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed
• Administer call center policies governing scheduling, call handling, and customer service
• Deliver daily, weekly, and monthly reports
• Ensure training needs and proper contact center education occurs
• Provide escalated support and guidance on the Medicaid policy manual and relevant transportation needs
• Maintain working knowledge of proprietary software
• Lead projects and perform other duties as assigned
• Determine appropriate resourcing of staff in order to achieve goals and objectives
• Manage and mentor employees on performance gaps, career development opportunities, and strategies
• Manage and coach employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards
• Recognize others’ contributions and share credit for success
• Own attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction
• Prepare and manage budget as assigned; analyze variances and initiate corrective actions to maximize operational performance

Benefits

• 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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager