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Consumer Direct Care Network Contact Center Supervisor in Missoula, Montana

WE WELCOME YOU INTO A GROWING COMPANY

Consumer Direct Care Network is all about caring for people. Care is at our core, and we strive to live up to it every single day. We are currently providing services in 14 states across the USA, as well as

Washington DC. We specialize in providing home and community-based services that support individuals with disabilities and older adults so they can remain in their homes and communities.

Dream of a job that makes a difference? We did too. Find yours below.

  • Support day-to-day operations and client advocacy

  • Lead a team of 3-4 Team Leads and frontline teams of 12-15 associates

  • Manage day to day operations of Contact Center to support company strategic vision and goals

  • Promote a cohesive team-driven environment

  • Participate in interviewing and hiring process

  • Effectively communicate company goals, contact center performance expectations and drive client advocacy

  • Utilize key metrics to evaluate the performance of call center agents to identify process gaps, training needs, and opportunities for growth

  • Address and resolve complex issues escalated through frontline associates or Team Leads

  • Motivate team members through ongoing interactive coaching, performance management, and recognition

  • Collaborate with stakeholders regarding the delivery of services

  • Comfortable with public speaking

  • Communicate effectively

  • Oversee compliance with applicable legal requirements, standards, policies, and procedures

  • Oversee advanced reporting of queues

  • Demonstrate dependability

  • Demonstrate effective problem solving and decision-making skills

  • Exhibit computer efficiency

  • Maintain necessary skills and knowledge to coordinate workflow

  • Oversee identification and implementation of process improvement efforts

  • Oversee system management

  • Oversee special projects including, but not limited to: Annual review of policy and procedures and Annual review of standard operating procedures

  • Participate in, and assign, professional development and training activities

  • Prioritize and multitask effectively

  • Provide excellent customer service to internal and external clients

  • Recruit, hire, train, and supervise employees

  • Supervise deliverables and ensure timely completion of projects

  • Manage contact center queue and task completion to ensure successful delivery of services

  • Resolve escalated complaints from internal and external clients

  • Bilingual preferred

  • Other duties as assigned

  • Bachelor’s Degree preferred

  • 2 - 4 years’ previous experience in CDCN contact center preferred

  • Combination of education and experience

  • 4 years leadership experience preferred

  • Bilingual in any of the following languages is a plus: Spanish, Russian, Khmer, Mandarin, Laotian, Vietnamese, Somali, Korean. You must be able to display the ability to fluently read, write, and speak in both English and Spanish (or any of the following, Russian, Khmer, Mandarin, Laotian, Vietnamese, Somali, Korean)

  • Ability to work flexible and/or extended hours, if needed, to meet the job requirements.

The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WHAT'S IN IT FOR YOU

When you join Consumer Direct Care Network, you will be exposed to numerous professional development opportunities. We welcome your contributions and value your integrity as we collaborate on work that moves us all toward a compassionate community. We have a long history of helping individuals build their careers in the home-care industry. This is truly a place where there is something for everyone, whether you are looking to support a particular lifestyle, seeking professional growth, or seeking new and challenging work, all in an expanding nationwide company with that small-company feel. Most importantly, you will experience the satisfaction of working in a culture built on caring. Caring for others comes naturally at Consumer Direct Care Network, based in our long history of connecting people and championing change, all geared toward helping others. We are proud of the longevity and loyalty of our employees. Their commitment to doing good work is what makes us a leader in the industry.

As a Consumer Direct Care Network team member you will receive:

• Benefits for all employees

• Rewarding career helping others

• Fun and engaging work environment built on team unity

• Paid Time Off for the things you love to do

• Holiday and Sick Time available

• Retirement planning

• Professional training to help advance your skills for career development

• Job satisfaction knowing you make a difference in the work you do and lives we serve

Benefits may vary depending on employment status

WHO WE ARE

Consumer Direct Care Network specializes in home and community-based services that assist older adults and individuals of all ages with disabilities and impairments to continue to live their lives independently in their own homes and communities. We provide coordinated service delivery in 16 states and the District of Columbia. Our services span from financial management services and support brokerage to traditional agency in-home care and caregiving to behavioral health. We have extensive experience with Medicaid, Medicare, private insurance, and with supporting people who pay for their own care.

Your opportunities within our network are endless, it’s not just a job, it’s a career… advance it with the Consumer Direct Care Network!

The Consumer Direct Care Network and its subsidiaries is an Equal Opportunity Employer and drug-free workplace.

For additional information about any of the jobs posted, help applying, or for other employment questions please contact us at InfoJobs@consumerdirectcare.com.

Consumer Direct Care Network specializes in home and community-based services and supports to help people and families of all ages including children, older adults and people with disabilities, remain safe and independent in their own homes. We provide coordinated service delivery in 14 states and the District of Columbia. Our services include financial management services, support brokerage, traditional agency home care and caregiving, and behavioral health. We have extensive experience with Medicaid, private insurance, and supporting people who pay for their own care.

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