Job Description
Description & Requirements Are you a dynamic leader with a passion for operational excellence and delivering exceptional customer service? Maximus is seeking an experienced
Call Center Manager to lead a fast-paced and mission-driven contact center that supports healthcare services. This is a unique opportunity to make a meaningful impact by overseeing day-to-day call center operations, managing a team of dedicated professionals, and ensuring high-quality service delivery for a statewide provider network.
In this role, you will be responsible for driving performance, optimizing workflows, implementing strategic improvements, and ensuring compliance with all relevant standards. The ideal candidate will bring strong leadership skills, a data-driven mindset, and a commitment to continuous improvement in a service-oriented environment.
**This position is contingent based upon award of the contract** Why Maximus? -
Competitive Compensation - Quarterly bonuses based on performance included!
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Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
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Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
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Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short and Long Term Disability coverage.
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Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
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Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
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Tuition Reimbursement - Invest in your ongoing education and development.
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Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
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Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
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Professional Development Opportunities - Participate in training programs, workshops, and conferences.
**This in an onsite position in our Baltimore, MD location** Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Develop and maintain standard operating procedures, policies and procedure for operational tasks.
- Resolve operations escalations and ensure client referrals are appropriate
- Monitor operational performance measures and work with leadership team to make necessary adjustments in assignment and/or workload to ensure compliance
- Ensure all operations performance metrics are accurately reflected in reporting and submitted timely
- Escalate system issues as appropriate
- Participate in client facing meetings as appropriate
- Coordinate with other operational leaders (Application Processing Manager, Outreach and Education Manager) to ensure key issues impacting application process are communicated and addressed in external stakeholder communications.
- Ensure lessons learned and external stakeholder feedback is incorporated in staff training and continued education activities
Minimum Requirements
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Job Tags
Minimum wage, Holiday work, Permanent employment, Contract work, Temporary work, Work experience placement,