MAXIMUS

Sr Manager - Call Center

US-IL-Chicago
1 week ago
Requisition ID
2017-26970
# of Openings
1
Job Function
Management
Job Schedule
Regular Full-Time

Project/Position Introduction

This position supports the IL EEV Project.

Overview

The Contact Center Sr. Manager will be responsible for the strategic and tactical oversight and overall responsibility for performance of the Call Center within the Contact Center.

Responsibilities

  • 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 and recommend changes to policies and establishes procedures
  • Oversee the daily operations of the contact center to ensure performance metrics are met
  • Ensure that MAXIMUS is in compliance with all applicable requirements of the contract, state, and federal regulations, and the terms and conditions of the RFP and proposal as related to Contact Center and enrollment functions
  • Collaborate with the Department of Health and MAXIMUS staff to ensure open communication, cooperation, and timely issue resolution
  • Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions
  • Responsible for identifying and resolving issues, problems, and concerns with employees as well as the client
  • Compile and analyzes daily, weekly and monthly statistics and complete daily and weekly reports
  • Develops performance goals and objectives for the Contact Center and monitors the achievement of the goals. Assists in the creation and implementation of innovative methodologies to improve Contact Center operations
  • Coach team, sets expectations, conducts performance appraisals and provides career development, corrective action and recognition for assigned staff
  • Monitor the Contact Center to be sure it meets all ISO compliance standards
  • Performs other duties as may be assigned by management

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 work experience. Master’s degree in related field preferred
  • 7 years of related experience
  • 5 years of supervisor/management experience
  • Experience in a Call Center environment preferred
  • Working knowledge of healthcare and call center technology including ACD, IVR and resource management tools
  • Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of New York health care, social service, and geographic and demographic environments
  • Ability to coach, develop, and mentor team members
  • Skilled in working with culturally and linguistically diverse and disadvantaged populations.
  • Ability to quickly learn new software programs; excellent organizational, interpersonal, written, and verbal communication skills;
  • 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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