Maximus is currently looking for a Sr. Operations Manger at our Baltimore MD Location. The Senior Operations Manager provides oversight and direction for the project operations staff on the RHC Program.

As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force's COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.

JOB DESCRIPTION SUMMARY

The Senior Operations Manager provides oversight and direction for the project operations staff on the RHC Program. The manager will supervise the daily activities of the processing of funding commitments and telecom requests, monitors and tracks employee performance, ensures operational activities are completed accurately and on schedule and provides employee coaching and development as needed. The Senior Operations Manager produces operational reports and interacts with the customer on a daily basis. The Senior Operations Manager provides program performance reporting and supports other operational departments as required. The Senior Operations Manager has oversight for the entire operation in Baltimore, Maryland and manages the supervisory staff and support staff.

JOB SUMMARY

Essential Duties and Responsibilities:

• Oversee the daily operations of a contact center team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.
• 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
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution
• Address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls monitored
• Monitor performance goals and objectives for the contact center staff and complete reports
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project Director
• 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 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
• Performs other duties as required by the Project Director Minimum Requirements:
• Bachelor's degree
• Five (5) or more years of experience in an operations, call center, or business process outsourcing field and Two (2) years' experience with health insurance or government operations preferred
• Three (3) or more years of people management experience

ESSENTIAL JOB DUTIES:

• Manages a team of supervisors, business analysts, technical analysts and assigns work and oversees employee performance
• Manages employees' work schedules
• Ensures operational policies and procedures are followed
• Completes daily and weekly administrative deliverables, including production reports
• Ensures performance SLAs and KPIs are met or exceeded
• Performs management and client reporting activities
• Interfaces with the customer on a daily basis and responds to customer requests
• Performs other duties as assigned

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree from an accredited college or university required; equivalent experience may be considered in lieu of degree
• Five (5) years of management experience required
• Proficient in the use of Microsoft Office products
• Production and Data analysis expertise required
• Customer service/client relations experience required
• Strong communications skills required, both verbal and written
• Excellent organizational and analytical skills required
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently with minimal supervision
• Ability to conduct and manage project reviews and communicate process improvement recommendations

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.

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.