Contact Center Team Lead at ModivCare in Austin, Texas

Job Description:

Contact Center Team Lead
21-6016

The Contact Center Lead ensures that all team members have adequate resources, are proficient in their daily tasks and provides assistance with escalated situations. Serving staff by staying visible and walking the floor answering questions.

ESSENTIAL FUNCTIONS

• Answers employee questions and takes escalated calls


• Coaches agents on quality and key scorecard performance


• Supports phone and queue work as needed


• Initiates IT service requests as needed


• Assists/takes escalations and complaints


• Leads and manages by observations and coaches in the moment


• Monitors client and team resource performance


• Provides contact center management with staff performance feedback


• Will takes 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


• Other duties assigned

POSITION QUALIFICATIONS

Education

• High School Graduate or General Education Degree (GED)

Skills & Experience

• 2 to 5 years contact center customer service experience is strongly preferred
  1+ year(s) experience in a lead position strongly preferred


• Excellent customer service and people skills and must be able to work independently or with a team


• Ability to quickly learn new technology and processes


• Must be able to understand and follow complex instructions


• Read, write and understand English fluently


• Ability to accurately type 35wpm

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!!)

Salary: Starting at $14.42/hour

ModivCare is an Equal Opportunity Employer.