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Contact Center Lead - ONSITE ROLE at Modivcare - ApplyBlast

Contact Center Lead - ONSITE ROLE

Modivcare

4 months ago

2.6 on Glassdoor

Norton, VA

Onsite

Full Time

Senior

0 applicants

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About this role

Modivcare is seeking an experienced Contact Center Lead to guide a team of customer service representatives and manage escalated member inquiries. The role involves monitoring team interactions, providing constructive feedback, conducting training, and ensuring adherence to company policies while handling scheduling and reservation modifications. This onsite position requires strong communication skills, problem-solving abilities, and proficiency with CRM systems to deliver exceptional service.

Responsibilities

Provide guidance and constructive feedback to a team of customer service representatives
Monitor team interactions to ensure adherence to company policies and service standards
Handle escalated inbound member questions and concerns through various communication channels
Accurately schedule, modify, and cancel customer reservations while documenting trip data
Conduct training sessions for new and existing team members on protocols and procedures

Skills

About Modivcare

modivcare.com

Headquarters

Denver, Colorado, United States

Company Size

10001+ employees

View Profile

Modivcare is a provider of non-emergency medical transportation, in-home personal care, and remote monitoring services to members across the United States. The company delivers transportation and care solutions to support Medicaid, Medicare Advantage and health system partners, focusing on improving access to care and reducing ER utilization.