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
• 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 $19.47/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.

Job Type: Full-time

Pay: From $19.47 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Ability to commute/relocate:

• Edison, NJ 08817: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Preferred)
• Call center: 1 year (Preferred)
• Leadership: 1 year (Preferred)

Work Location: In person

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