Operations

Description:

Modivcare is seeking an experienced Manager – Contact Center to lead daily operations, ensure service levels and contract goals are met, and improve overall customer satisfaction. The role focuses on managing staff performance, optimizing efficiency, and maintaining high-quality service delivery in a fast-paced contact center environment.

Key Responsibilities:

• Oversee daily contact center operations and ensure performance goals are achieved.

• Monitor service levels, productivity, and call handling standards.

• Implement policy and process improvements to enhance customer experience.

• Handle escalated customer issues and complex inquiries.

• Communicate with clients to ensure satisfaction and contract compliance.

• Manage scheduling, staffing, and training needs.

• Produce operational performance reports for leadership and clients.

• Lead, mentor, and develop employees; manage performance, onboarding, and retention.

• Prepare and manage departmental budgets, analyze variances, and implement corrective actions.

• Maintain working knowledge of proprietary systems and Medicaid-related services.

Qualifications:

• Bachelor’s degree required.

• 6+ years of experience in a high-volume contact center.

• 2+ years in a leadership or management role.

• Strong analytical, problem-solving, and communication skills.

• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).

• Experience managing diverse teams and driving continuous improvement.

• Ability to interpret data, manage metrics, and influence performance outcomes.

Compensation & Benefits:

• Competitive salary ($60.8K–$82.1K) plus performance-based bonus.

• Medical, Dental, and Vision insurance.

• Employer-paid Life and AD&D insurance; optional supplemental coverage.

• 401(k) with company match.

• Paid Time Off, Paid Parental Leave, and Disability coverage.

• Tuition reimbursement and employee discounts.