MAXIMUS

Contact Center Manager

US-KY-Frankfort
2 weeks ago
Requisition ID
2017-26262
# of Openings
1
Job Function
Management
Job Schedule
Regular Full-Time

Project/Position Introduction

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.

Overview

*Employment is contingent upon contract award.

 

The Contact Center Manager will be responsible for the daily operations of the Contact Center.

Responsibilities

  • Implement and review contact center policies and procedures
  • Oversee customer service functions and staff on a daily basis to ensure that excellent customer service is provided to customers and CHFS stakeholders
  • Responsible for identifying and resolving issues, problems, and concerns with employees and client
  • Ensure adequate staffing levels, staff training, and service level agreement (SLA) 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 in a health or social services field or equivalent experience
  • 7 years of related experience required
  • Minimum of 3 years of supervisor/management experience preferred
  • Experience working with culturally and linguistically diverse, and disadvantaged populations
  • Call Center environment preferred
  • Working knowledge of healthcare and call center technology including ACD, IVR and resource management tools preferred.
  • Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of Kentucky health care, social service, and geographic and demographic environments preferred.
  • Computer literacy; ability to quickly learn new software programs; excellent organizational, interpersonal, written, and verbal communication skills
  • Ability to coach, develop, and mentor team members
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to successfully execute many complex tasks simultaneously
  • Ability to work as a team member, as well as independently
  • Responsible for adhering to established safety standards
  • 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

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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