Manager - Call Center

Job Locations US-PA-Harrisburg
Posted Date 2 weeks ago(3/12/2018 4:58 PM)
Requisition ID
# of Openings
Job Function
Job Schedule
Regular Full-Time


Responsible for activities related to Call Center Management, including Workforce Management, Mailroom operations, Customer Service, and Customer Service Representative management. The Call Center Manager provides direct supervision to the call center supervisor responsible for the call center representatives and the mailroom supervisor responsible for the mailroom staff in those functional areas.


  • Plays an active role in day-to-day management of the Project so as to be knowledgeable and aware of all issues, concerns, and requirements
  • Manage staff assigned to all call center and mailroom business activities, and plans and coordinates day-to-day operations of the Contact Center and Mailroom operations
  • Manage a team of diverse individuals, including Supervisors and Specialists, focused on one of the primary initiatives as defined by the client
  • Approve timesheet, develop team schedules and other assigned duties
  • Manage workload distribution and other personnel matters
  • Assigns and reviews the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service
  • Trains, coaches, counsels, and mentors staff members so they can efficiently and effectively perform their jobs, and conducts regular unit meetings
  • Ensures that problems are resolved with employees and handles any complaints
  • Facilitates communication on all contract and operational changes, including applicable corrective and preventive actions, to members of the Project Management Team
  • Performs other duties as assigned by leadership

The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor's degree from an accredited college or university required
  • At least four (4) years of experience in managing Tier I and Tier II call center functions for a health care-related organization required
  • Two (2) of the four years must include managing health care provider enrollment call center support required
  • Excellent written and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline and detail oriented work environment
  • Ability to successfully execute many complex tasks simultaneously
  • Ability to work as a team member as well as independently
  • Experience working with State of Maryland Providers and programs; knowledge of Maryland health care programs and regulations preferred

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.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.