Contact Center Manager

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.

We value our team members and realize the importance of benefits for you and your family. Modivcare offers a comprehensive benefits package including the following:

• 3 Medical Plans with Prescription Drug Benefits
• 2 Dental Plans
• Vision Benefits
• 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
• Legal Services
• Critical Illness, Accident, Hospital Indemnity and Cancer Insurance
• Tuition Reimbursement
• Relocation Services
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare. Because we care...always.

5 brands have joined together for one calling and we recognized an important need--to improve access to care by addressing the social factors that influence patient health outcomes. Our roots as a logistics leader have laid the foundation for our transformation into a tech-enabled healthcare company making better connections to care.

Salary starting at $64,668 annually

Bonus eligible based upon company and individual performance.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.