Contact Center Supervisor - Onsite - Ridgeland, MS
About The Position
Modivcare is seeking an experienced Contact Center Supervisor to join their 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. The role involves monitoring contact center performance, operating efficiencies, and staff development. It also includes recommending and initiating call center process and policy improvements, identifying and resolving customer issues, and potentially responding to complex inquiries. The supervisor will generate reports, monitor training needs, and ensure proper contact center education. A key aspect of the role is providing knowledge and guidance on Medicaid policy and transportation needs, as well as developing a comprehensive understanding of proprietary software. Project leadership and other duties as assigned may also be part of the role. Occasional business travel may be required. The supervisor will determine appropriate staff resourcing, coach employees on performance and career development, and mentor them on HR processes. Recognizing contributions, fostering high employee satisfaction and retention, and developing related initiatives are also crucial. Budget preparation and management, including variance analysis and corrective actions, are part of the responsibilities to maximize operational performance.
Requirements
- Bachelor's Degree required.
- Four (4) plus years experience in a heavy phone volume contact center.
- Up to one (1) years 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 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.
- Experience in a heavy phone volume customer service environment.
Nice To Haves
- Occasional business travel may be required.
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.
- May personally respond 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 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.
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!)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
