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.
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
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.