• Supervisor - eOscar

    Job Locations US-FL-Jacksonville
    Posted Date 3 months ago(5/31/2018 6:43 PM)
    Requisition ID
    # of Openings
    Job Function
    Customer service
    Job Schedule
    Regular Full-Time
  • Project/Position Introduction

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.


    The Supervisor is responsible for providing front-line, first level supervision and leadership to eOscar Processing Representatives with the goal of meeting program objectives and performance metric agreements.


    • Supervise the eOscar work of employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
    • Perform tasks to assure project and program service level requirements and goals are met
    • Assume leadership responsibility for departmental tasks and contact center eOscar activities as required
    • Participate in meetings and recommend changes to policies and procedures
    • Support and enforce contact center expectations
    • Assist with escalated issues as needed
    • Evaluate employee key performance indicators and identify training needs and development opportunities
    • Develop work schedules and assign duties to direct report personnel to ensure efficiency
    • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
    • Makes recommendation to the higher level manager for hiring, firing and disciplinary decisions.
    • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
    • Evaluate employees' job performance and recommend appropriate personnel action
    • Support audits by ensuring requested information is provided within the timeframes requests and that the documentation and responses are accurate  
    • Perform 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, equivalent experience considered in lieu of degree
    • Four (4) years of experience in a supervisor role, preferably in a contact center or processing environment required
    • Experience with student financial aid programs/debt collection programs required
    • Ability to manage a high level of confidentiality
    • Must have demonstrated oral and written communication skills in English; skills in Spanish additionally preferred
    • Must have demonstrated excellent interpersonal and leadership skills
    • Ability to organize self-assignments as well as those of others
    • Ability to prioritize and recognize multiple tasks to meet contract standards, dependent on contact center needs
    • Must be able to track and report individual and team information
    • Experience working with a PC and a Windows environment is required
    • Applicant will be required by contract to undergo program update training as student financial assistance programs change
    • May be required to work some Federal holidays
    • Overtime may be required


    Additional Requirements as per contract/client

    • Must be current on federal student loans or must not be delinquent on federal student loans
    • Federal security clearance (through MAXIMUS Federal) required
    • US Citizenship required

    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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