Maximus is currently hiring for a Manager-Call Center Operations! This is an exceptional opportunity to manage the process by which Call Center calls are handled and influence strategic business outcomes and drive excellence and innovation in the business operation.

Must be located in the state of New York-This position is temporarily remote with occasional travel to the New York City office.

ABOUT THE POSITION

Maximus is a global organization that partners with national, state, and local governments to provide critical health and human services. With decades of experience designing, developing and delivering innovative programs and comprehensive solutions, Maximus is driven by a mission to strengthen communities and improve the lives of the people we serve.

You’ll grow professionally as you deepen your leadership and management skills in a hands-on, collaborative, and dynamic work environment. If you have a passion for bringing together and leading winning teams, then we're looking forward to meeting you!

JOB SUMMARY

Essential Duties and Responsibilities:

• Oversee the daily operations of a contact center team to ensure performance metrics are met.

• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.

• Provide assistance and 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 contact center staff and complete daily and weekly reports.

• Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

• Monitor contact center compliance with ISO standards.

• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.

• Monitor and evaluate performance, writes performance appraisals and provides 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.

Minimum Requirements:

• Bachelor's degree in related field required.

• 5-7 years of relevant professional experience required.

ABOUT THE CONFLICT-FREE EVALUATION AND ENROLLMENT CENTER (CFEEC)

The Conflict-Free Evaluation and Enrollment Center (CFEEC) serves the State of New York by conducting a UAS assessment to determine eligibility for community-based long-term services. The outcome of the assessment informs whether the individual qualifies for in-home services. We are rapidly expanding and have numerous exciting opportunities across the state!

POSITION OVERVIEW

Maximus is seeking an experienced leader and skilled operations strategist to oversee Call Center for the Conflict-Free Evaluation and Enrollment Center (CFEEC) Call Center. Reporting to the Project Director, the Call Center Manager is responsible for directing and managing the activities of Central Operations Supervisors, Lead CSRs, and CSRs to ensure that all performance requirements are met.

JOB RESPONSIBILITIES

• Manages the process by which Call Center calls are handled, ensuring that questions and concerns are handled accurately and consistently.

• Ensures that CSRs are provided with updated call scripts, program specific resources and relevant external resources.

• Identifies training areas and makes recommendations on content and delivery of training materials.

• Reviews and approves documents needed by Call Center staff to handle calls.

• Identifies operational problems and recommends policy and procedural changes pertinent to the effective and efficient operation of the call center.

WHAT YOU WILL NEED:

• Bachelor Degree or equivalent combination of education, technical training or work experience considered in lieu of degree

• 5-7 years of related experience in health or social services field

• Strong supervisory experience with knowledge of Medicaid and Medicare Programs in NYS; Excellent organizational, interpersonal, written, and verbal skills with the ability to effectively manage multiple channels of customer communications including phone, e-mail, Internet, Intranet and related technology

• 2 - 4 years’ experience with Avaya (ACD System), Genesys, workforce management software, recording and reporting systems and Excel

• Ability to perform queuing, skill set analysis, scheduling efficiency, forecasting, and managing peak performance under dynamic situations.

YOU SHOULD HAVE:

• Minimum five years of experience managing a large call center (150+seats).

• Strong workforce management/forecasting skills.

• Must have Advanced degree.

HOME OFFICE REQUIREMENTS:

• Candidates must have their own cell phone

• Maximus provides company-issued computer equipment

• Reliable high-speed internet service with 100 Mbps download speed (you can test this by going to www.speedtest.net )

MAXIMUS INTRODUCTION

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO STATEMENT

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

PAY TRANSPARENCY

Maximus compensation is based on various factors including but not limited to 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 shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Min:USD $58,500.00/Yr. - Max: USD $85,000.00/Yr.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.