Call Center Lead

Please Note: This is a Tuesday-Saturday schedule, 09:00am-05:30pm EST

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 Lead. You will ensure that all team members have resources, are proficient in their daily tasks, and assist with escalated situations. You will serve staff by staying visible and walking the floor answering questions. You will report to the local contact Center Leadership.

You will...

• Answer employee questions and take escalated calls.
• Coach agents on quality and scorecard performance.
• Support phone and queue work.
• Initiate IT service requests
• Help with escalations and complaints.
• Manage by observations and coach in the moment.
• Monitor client and team resource performance.
• Provide contact center management with staff performance feedback.
• Will take calls during weekly shift to maintain an accurate understanding of position requirements.
• Live monitoring 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.
• 3+ years of contact center customer service experience.
• Excellent customer service.
• Can understand complex instructions.
• Write and speak English fluently.
• Speak Spanish fluently (preferred)
• Can type 35wpm.

Pay starting at $18.81 an hour

We value our team members and realize the importance of benefits for you and your family.ave been resolved
- Meet or exceed performance goals, including call quality, customer satisfaction, and sales targets

```Experience```
- Previous experience in a Call Center or customer service role is preferred
- Strong sales skills with the ability to upsell products or services
- Excellent verbal and written communication skills in English; fluency in additional languages such as Spanish is a plus
- Ability to analyze customer needs and recommend appropriate solutions
- Demonstrated leadership skills with the ability to supervise and motivate a team
- Strong negotiation skills to handle customer complaints or difficult situations
- Effective problem-solving abilities with the capacity to think quickly on your feet
- Proficient in using computer systems and software applications for data entry and retrieval
- Experience in project management is a plus

If you are passionate about providing exceptional customer service, thrive in a fast-paced environment, and have excellent communication skills, we would love to hear from you. Apply now to join our team as a Call Center Representative!

Job Type: Full-time

Pay: From $18.81 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Experience:

• Call center: 3 years (Preferred)
• Leadership: 1 year (Preferred)

Language:

• Spanish (Required)

Ability to Commute:

• Edison, NJ 08817 (Required)

Ability to Relocate:

• Edison, NJ 08817: Relocate before starting work (Required)

Work Location: Hybrid remote in Edison, NJ 08817