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!!)