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.

Essential Duties and Responsibilities:

• Responsible for monitoring, evaluating and directing staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.
• Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.
• Assist with the development, analysis and distribution of project reports and performance indicators.
• Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.
• Conduct monitoring activities for quality assurance purposes.
• Assist with monitoring performance and meeting contractual requirements.
• Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.
• Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
• Assist with staff training, as necessary.
• Meet all standards established for this position as outlined in the attached performance criteria.
• Perform other duties as may be assigned by corporate management.

Minimum Requirements:

• High School Diploma with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Work on assignments that are routine in nature, with responsibilities easily learned on the job.
• Acquire job skills and learns applicable policies and procedures to complete routine tasks.
• Able to read, understand & perform assignments within prescribed guidelines.
• Communicate routine information in a clear and accurate way with internal & external contacts.

Experience with monitoring of calls in a call center capacity is required.

Associates degree or higher is preferred.

Proficient knowledge of Microsoft Office (Word and Excel) is required.

Excellent verbal and written communication skills are required.

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. Apply for this job online Refer this job to a friend Share on your newsfeed

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.