Contact Center Supervisor

Modivcare•Ridgeland, MS

10d•$46,000 - $54,050•Onsite

About The Position

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 Supervisor to join our team. This role is an on-site position located in Ridgeland, MS. The Supervisor will oversee daily operations, coach and support a team of representatives, ensure service levels and contract commitments are achieved, and lead continuous improvement efforts to elevate the overall customer experience. This role… Monitors contact center performance, operating efficiencies, and staff development. Recommends and initiates call center process and policy improvements. Identifies and resolves customer issues, including participating in routine communications with clients to ensure complete customer satisfaction. Personally responds to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed. Generates daily, weekly, and monthly reports to be used by management and clients. Monitors training needs and ensures proper contact center education occurs. Provides knowledge and guidance of the Medicaid policy manual and relevant transportation needs. Develops and maintains a comprehensive 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. Coaches employees on performance gaps, career development opportunities, and strategies. Mentors and coaches employees on all human resource related processes including onboarding, performance management, employee relations, compensation and rewards. Recognizes others’ contributions and shares credit for success. Owns attainment of high employee satisfaction and retention; leads development of programs and initiatives within the 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 with individuals with the following…

Requirements

Bachelor's Degree required.
Four (4) plus years of experience in a heavy phone volume contact center.
Up to one (1) year of 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 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.
Experience in a heavy phone volume customer service environment.

Responsibilities

Monitors contact center performance, operating efficiencies, and staff development.
Recommends and initiates call center process and policy improvements.
Identifies and resolves customer issues, including participating in routine communications with clients to ensure complete customer satisfaction.
Personally responds to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
Generates daily, weekly, and monthly reports to be used by management and clients.
Monitors training needs and ensures proper contact center education occurs.
Provides knowledge and guidance of the Medicaid policy manual and relevant transportation needs.
Develops and maintains a comprehensive working knowledge of proprietary software.
May lead projects and perform other duties as assigned.
Determines appropriate resourcing of staff in order to achieve goals and objectives.
Coaches employees on performance gaps, career development opportunities, and strategies.
Mentors and coaches employees on all human resource related processes including onboarding, performance management, employee relations, compensation and rewards.
Recognizes others’ contributions and shares credit for success.
Owns attainment of high employee satisfaction and retention; leads development of programs and initiatives within the group to attain high employee satisfaction.
Prepares and manages budget as assigned; analyzes variances and initiates 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!)