Manager - Call Center

Job Locations US-WI-Madison
Posted Date 2 weeks ago(3/12/2018 10:37 AM)
Requisition ID
# of Openings
Job Function
Call Center Management
Job Schedule
Regular Full-Time

Project/Position Introduction

*Employment is contingent upon contract award.


The Call Center Manager is responsible for overseeing all Call Center, data entry, and mail operations to ensure contract compliance, production, and quality goals for individual staff members.


  • Oversees and manages all Call Center, data entry, and mail operations to ensure contract compliance, production, and quality goals for individual staff members.
  • Ensures that Customer Service Representatives and Data Entry and Mail Specialists are provided with updated knowledge of the Wisconsin Medicaid programs, community resources, and options for enrollees and members.
  • Manages all Call Center activities in accordance with MAXIMUS established policies and procedures.
  • Coaches, counsels, and mentors Customer Service Representatives so they can efficiently and effectively perform their jobs.
  • Resolves customer service issues with potential enrollees, members, participants, and staff.
  • Ensures workforce management schedules for staff accordingly and distributes to Call Center staff appropriately.
  • Helps ensure that the Call Center meets and/or exceeds contract Service Level Agreements.
  • Evaluates the need for training and works with the Training Manager on initial and ongoing training needs Works with the Quality Assurance Manager to oversee quality l and implements any necessary corrective actions to help ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center and enrollment functions.
  • Performs other duties as assigned by management

The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor's degree or equivalent from an accredited college or university in business, management, health, or a related field
  • At least three (3) years of management in a call center environment
  • Working knowledge of call center technology and resource management tools
  • Excellent organizational, written and verbal communication skills
  • Ability to deal effectively with enrollees and potential enrollees
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently
  • Excellent people management skills.
  • Preferred qualification includes knowledge and understanding of Medicaid.

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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