Contact Center Supervisor

***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-Supervisor_JR101668

Modivcare is looking for an experienced Contact Center Supervisor. You will work with the leadership team to meet all performance metrics associated with operations. You will oversee leadership, development, and management of staff. You will report to the local Contact Center leadership

You will...

• Build management routines and disciplines.
• Lead by observations and coaches in the moment.
• Conduct and document coaching, annual reviews, live service observations and 1:1's.
• Performance manage: attendance, schedule adherence, developmental plan, and performance plan.
• Prepare and organize team meetings/training.
• Answer employee questions and takes escalated calls.
• Recruit and obtain schedule movements (i.e. extra hours, shift/break changes, PTO, extra hours).
• Help with candidate screening, interviews, hiring and new employee onboarding.
• Evaluate employee overall performance.
• Recognize employee achievements and promote Modivcare core values.
• Champion companywide program (supporting changes).
• Approve employee payroll.
• Identify and help develop process improvements.
• Live monitor queues while communicating needed changes to the National Command Center.

We are excited to speak to someone with the following...

• High school diploma or GED
• 3+ years of Contact Center experience.
• Knowledge and proficiency of Contact Center management tools and principles; knowledge of and proficiency in quality improvement processes.
• Experience dealing with crisis and ability to create processes that benefit the entire team.
• Data analysis skills and can report on center performance.
• Can type 35+ words per minute.
• Experience using Microsoft suite.
• Read and write English fluently.
• Leadership experience

Salary: $46,000.00 - $62,100.00 annually

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

Job Type: Full-time

Pay: $46,000.00 - $62,100.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Preferred)
• Call center management: 1 year (Required)
• Call center: 3 years (Preferred)

Work Location: In person