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SalaryAre 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!
Responsible for the hiring, development, performance and engagement of Care Center Representatives, who deliver compassionate and valued support to VRI’s parents and grandparents. The Team Lead fosters a collective team culture that emphasizes mutual support and embraces industry and call center best practices. This position serves as a developmental role at VRI and may require participation in other projects and activities outside of the primary Care Center organization.
Schedules:
- 1st Shift: Sunday - Wednesday 8:30am to 6:00pm EST or Saturday - Wednesday 8:30am - 5:00pm EST
- 2nd Shift: Wednesday - Saturday 12:00pm to 10:30pm EST
Hourly Rate: $19.00 to $21.00 an Hour
Responsibilities:
- Enables and motivates team members to deliver exceptional client experiences through ongoing support, development, empowerment, and positive reinforcement.
- Assists Care Center Managers with pulling metric data to develop and train team members which can include one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents’ expectations.
- Assists the Care Center Manager in coaching the team through one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents’ expectations.
- Assist Care Center Managers in development and follow through on all performance and coaching documentation.
- Able to fulfill all requirement of a Care Center representative.
- Manage the workload for the floor through effective escalation management, assigning secondary work, ensuring reports are completed, and understanding the Receiver room responsibilities.
- Partners with Talent Acquisition to identify, interview, and hire qualified Care Center Representatives.
- Leads by example in driving a culture of client centricity and ensures their team is managing daily activities appropriately to create the best employee and client experience possible.
- Ensures continuous improvement of the client experience by investigating and addressing root causes in a way that benefits the client and the business and assist with client escalations.
- Celebrate and share examples of exceptional client experiences.
- Collaborate with fellow Care Center Team Leads and Employee Support to improve the employee experience.
- Other duties as assigned.
Qualifications
- High School Diploma or GED required
- 1 - 3 years of related professional experience
- Excellent influencing skills
- Strong analytical and problem-solving skills
- Experienced at coaching peers or team members to improve performance
- An energetic pace along with a positive attitude
- Self-motivation and the ability to work independently and with teams
- The ability to engage team members and respect them as individuals
- Proficient in the use of Word, Excel, Outlook, and PowerPoint
- Excellent oral and written communication skills
- Proficient in managing multiple tasks as the same time
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:
- 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!)
Modivcare is an Equal Opportunity Employer.
- EEO is The Law - click here for more information
- Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
- We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com
