Sr Manager - Call Center

2 weeks ago
Requisition ID
# of Openings
Job Function
Job Schedule
Regular Full-Time


MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.


The Sr. 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.


All positions in this project are classified as limited capacity. This means that the duration of your employment with MAXIMUS is based on business needs and based on the contract requirements of the services provided.



  • 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
  • Provide direction to lower level Contact Center Managers
  • 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

  • Bachelor’s Degree from an accredited college or university, equivalent experience considered in lieu of degree required
  • At least seven (7+) years people or project management experience required
  • 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

Additional Requirements as per Contract/Client:

  • United States Citizenship

EEO Statement

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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