Contact Center Supervisor
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Job Description
Contact Center Supervisor overseeing the day-to-day operations and staff to ensure service quality. Driving performance improvements and customer satisfaction at Modivcare.
Responsibilities:
- Overseeing day-to-day operations of the contact center
- Leading and guiding a team of representatives
- Ensuring service level and contract goals are met
- Driving continuous improvement to enhance customer experience and satisfaction
- Monitoring contact center performance and operating efficiencies
- Recommending and initiating call center process and policy improvements
- Identifying and resolving customer issues
- Generating daily, weekly, and monthly reports for management and clients
- Monitoring training needs and ensuring proper contact center education occurs
- Providing guidance of the Medicaid policy manual and relevant transportation needs
- Developing and maintaining knowledge of proprietary software
- Leading projects and performing other duties as assigned
- Coaching employees on performance gaps, career development opportunities, and strategies
Requirements:
- Bachelor's Degree required
- Four (4) plus years experience in a heavy phone volume contact center
- Up to one (1) years leadership responsibility
- 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.
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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