Contact Center Supervisor

🔥 4 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $46k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Modivcare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🚗 Transport

💰 $525M Post-IPO Debt on 2024-07

Healthcare • Healthcare Insurance • Transport

Modivcare is a company that focuses on simplifying the experience of living with complex healthcare needs by providing a comprehensive suite of supportive care solutions. They specialize in non-emergency medical transportation, personal care, and virtual & remote patient monitoring. Modivcare works closely with Medicaid Plans, State Agencies, Medicare Advantage, SNP Plans, health systems, healthcare professionals, and transportation providers, ensuring that members receive necessary health services. Through innovative technology and data-driven strategies, they address social determinants of health by offering services like quality transportation, chronic care management, meal delivery, and in-home assistance, aimed at optimizing patients' health outcomes and improving their overall experience.

📋 Description

• Overseeing day-to-day operations of the contact center • Leading and guiding a team of representatives • Ensuring service level and contract goals are met • Driving continuous improvement to enhance customer experience and satisfaction • Monitoring contact center performance and operating efficiencies • Recommending and initiating call center process and policy improvements • Identifying and resolving customer issues • Generating daily, weekly, and monthly reports for management and clients • Monitoring training needs and ensuring proper contact center education occurs • Providing guidance of the Medicaid policy manual and relevant transportation needs • Developing and maintaining knowledge of proprietary software • Leading projects and performing other duties as assigned • Coaching employees on performance gaps, career development opportunities, and strategies

🎯 Requirements

• Bachelor's Degree required • Four (4) plus years experience in a heavy phone volume contact center • Up to one (1) years leadership responsibility • Strong ability to use thinking and reasoning to solve a problem • Excellent verbal and written communication skills; ability to communicate effectively, clearly, and concisely • Excellent ability to take care of the customers’ needs while following company procedures • Ability to make critical decisions while following company procedures • Ability to get along well with a variety of personalities and individuals • Ability to influence others to perform their jobs effectively and to be responsible for making decisions • Intermediate proficiency in the use of Word, Excel, Outlook, and PowerPoint • Ability to organize and direct oneself and effectively supervise others • Ability to find a solution for or to deal proactively with work-related problems • Ability to effectively build relationships with customers and co-workers • Driven ability to complete assigned tasks under stressful situations • Knowledge and proficiency of call/contact center management tools and principles • Knowledge and proficiency in quality improvement tools and processes • Must be able to work independently and as a member of a team • Must possess ability to analyze data and report on center performance • Experience in a heavy phone volume customer service environment.

🏖️ Benefits

• 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!)