MAXIMUS

Manager - Call Center

US-CA-Folsom
2 weeks ago
Requisition ID
2017-26243
# of Openings
1
Job Function
Call Center
Job Schedule
Regular Full-Time

Overview

The Call Center Manager is responsible for coordinating processes by formulating policies, managing staff, daily operations, and planning the use of materials and human resources administrative services.

Responsibilities

  • Oversee customer service functions and staff on a daily basis to ensure that excellent customer service is provided to customers and stakeholders
  • Responsible for identifying and resolving issues, problems, and concerns with employees and client
  • Ensure adequate staffing levels, staff training, and compliance to meet contractual requirements
  • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
  • Provide assistance and updates to staff regarding the programs, policies, and procedures
  • Recommend changes to policies and establishes procedures
  • Develop unit goals and objectives, and monitor achievement of these goals
  • Conduct ongoing audits and review reports to identify areas for improvement
  • Interact with different levels of external and internal customers
  • Complete reports and metrics for the project and corporate office
  • Ensure the confidentiality and security of all information
  • Perform other duties assigned by leadership

The Ideal Candidate will Possess the Following Additional Education and Experience

  • A Bachelor’s Degree from an accredited college or university, equivalent experience considered in lieu of degree required
  • Master’s degree preferred
  • Five (5) or more successful years of relevant call center management experience with similar call center services
  • Desirable experience to include experience managing service oriented call centers and training service oriented customer service representatives (CSR’s)
  • Previous experience successfully coordinating the transition of customers, other stakeholders, and business functions from one call center entity to another

  • Ability to perform quantitative and qualitative analyses of existing business processes
  • Ability to coach, develop and mentor team members
  • Excellent organizational, written, and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Proficient in Microsoft Office products
  • Ability to work as a team member, as well as independently
  • Must be able to remain in a stationary position for an extended period of time
  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds 
  • Work is constantly performed in an office environment

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.

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