Call Center Team Lead

***This is an in-office position in Ridgeland, MS***

Link to apply on our career website: https://modivcare.wd1.myworkdayjobs.com/careers/job/Remote-MS/Contact-Center-Lead_JR101669

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.
• Can type 35wpm.

Pay Starting at $18.81 - $25.40 an hour

Job Type: Full-time

Pay: $18.81 - $25.40 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

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

Work Location: In person