Contact Center Supervisor

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

• Bachelors 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.

Salary: $46000 - $54050
This role is bonus eligible based on individual and company performance.