Call Center Team Lead at Modivcare (Remote)

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Modivcare is looking for an experienced Contact Center Lead. You will ensure that all team members have resources, are proficient in their daily tasks, and assist with escalated situations. You will serve staff by staying visible and walking the floor answering questions. You will report to the local contact center leadership.

 

You will...

  • Answer employee questions and take escalated calls.
  • Coach agents on quality and scorecard performance.
  • Support phone and queue work.
  • Initiate IT service requests
  • Help with escalations and complaints.
  • Manage by observations and coach in the moment.
  • Monitor client and team resource performance.
  • Provide contact center management with staff performance feedback.
  • Will take 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.

 

We are excited to speak to someone with the following...

  • High school diploma or GED.
  • 3+ years of contact center customer service experience.
  • Excellent customer service.
  • Can understand complex instructions.
  • Write and speak English fluently.
  • Can type 35wpm.

 

We value our team members and realize the importance of benefits for you and your family. Modivcare offers a comprehensive benefits package including the following:

  • 3 Medical Plans with Prescription Drug Benefits
  • 2 Dental Plans
  • Vision Benefits
  • 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
  • Legal Services
  • Critical Illness, Accident, Hospital Indemnity and Cancer Insurance
  • Tuition Reimbursement
  • Relocation Services
  • Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

 

Modivcare. Because we care...always.

5 brands have joined together for one calling and we recognized an important need--to improve access to care by addressing the social factors that influence patient health outcomes. Our roots as a logistics leader have laid the foundation for our transformation into a tech-enabled healthcare company making better connections to care.

 

Salary: Starting at $15.18/hour

 

Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.

 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • MiroDesign
    • PhotoshopDesign
    • ZeplinDesign
    • JIRAManagement
    • SmartsheetManagement
    • WrikeManagement
    • DrupalCMS
    • HootsuiteCMS
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
    • Constant ContactEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen

An Insider's view of Modivcare

How does your team reward individual success?

At the end of each Sprint, we hold a Retrospective to review the highs and lows of the last two weeks. Specific contributions are called out in the meeting and documented. The IT Department also holds a meeting each quarter to award coins to individuals whose contributions have been above and beyond the normal effort.

Jonathan

SR Scrum Master

What projects are you most excited about?

I am currently working on two IT Integration projects. What excites me about these projects is learning about our recent acquisitions and meeting the people behind these companies that are joining the Modivcare family. It’s fun to bring resources together to achieve shared goals!

Stacy

.Project Manager

How does the company support your career growth?

My one-on-ones with my leaders had tangible value. During those one-on-ones, I identified my aspirations and they supported my efforts, pushing me forward and upward. I also took the opportunity to leverage the tuition reimbursement benefit provided by Modivcare and earned an Engineering Leadership Certificate from Cornell University.

Ben

Manager, Software Engineering

How do your team's ideas influence the company's direction?

Shift-left is the practice of moving testing, quality, and performance evaluation early in the software development process, thus the process of shifting to the “left” side of the DevOps lifecycle.

We currently follow Shift Left Approach in all our Scrum Teams where QE will be involved in all steps including collecting requirements, refining the

Geethika

QA Engineer II

How do you collaborate with other teams in the company?

For me, Collaboration is working with others to be transparent and build relations for a better tomorrow. With that, every day, I look for opportunities for my team and me to work within the IT department and across the border to serve our members better.

Tyler

Manager, IT Application Support

What are Modivcare Perks + Benefits

Modivcare Benefits Overview

Modivcare offers a generous benefit package, including medical, dental, and vision plans, 401(k) with up to a 4% match, life insurance, generous paid time off, tuition reimbursement, paid parental leave, free snacks and drinks in the corporate office, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Continuing Education stipend
Paid industry certifications

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