Contact Center Manager

***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-Manager_JR101665

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.

Salary: Starting at $60,800 to $82,100 annually

This role is bonus eligible based on individual and company performance.

Job Type: Full-time

Pay: $60,800.00 - $82,100.00 per year

Benefits:

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

Schedule:

• Monday to Friday

Experience:

• Call center management / supervisory: 5 years (Required)

Work Location: In person