• Supervisor-Call Center

    Job Locations US-PA-Harrisburg
    Posted Date 1 week ago(4/10/2018 11:55 AM)
    Requisition ID
    # of Openings
    Job Function
    Job Schedule
    Regular Full-Time
  • Overview

    This position supervises the daily work activities of employees and manages work processes that result in pre-determined internal/external customer requirements.


    1. Supervises call center activities.
    2. Directly supervises Enrollment Specialists and assists/reports to the Senior Supervisor/ Workforce Analyst.
    3. Monitors the performance of Enrollment Specialists and provides feedback and education to staff to improve performance.
    4. Assists with the development and implementation of procedures pertinent to the effective and efficient operation of the Call Center, and assists with establishing performance goals and measurements for Enrollment Specialists.
    5. Monitors the performance of Enrollment Specialists and provides feedback and education to staff to improve performance.
    6. Assists with training of Enrollment Specialists.
    7. Processes and distributes Enrollment Specialist progress and performance reports.
    8. Assists Enrollment Specialists in responding to customer inquiries regarding EAP programs.
    9. Ensures staff effectively assist MA Consumers with EAP enrollments.
    10. Assists in resolving any issues in regards to the call center.
    11. Ensures staff maintains updated knowledge of all programs and updated knowledge of health plans that are available to MA Consum 
    12. Composes and reviews with staff annual, monthly, and bonus performance reviews.
    13. Meets all standards established for this position as outlined in the attached performance criteria.
    14. Performs other duties as may be assigned by management.  


    The Ideal Candidate will Possess the Following Additional Education and Experience

    Associate's or Bachelor's degree from an accredited college or university; equivalent work experience considered in leiu of degree.  A minimum of one year supervisory experience in a health or social services field; experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner; computer literacy; 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; and ability to work as a team member, as well as independently.



    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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