**This position is located in Spokane, WA** This position is contingent upon award of the bid.
-Oversee the daily operations of a contact center team to ensure performance metrics are met. -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. -Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. -Collaborate with the Department of Health and MAXIMUS staff to ensure open communication, cooperation, and timely issue resolution. -Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored. -Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports. -Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels. -Monitor contact center compliance with ISO standards. -Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center. -Monitors and evaluates performance, writes performance appraisals and provides corrective actions as needed. -Responsible for identifying and resolving issues, problems, and concerns with employees. -Recommend changes to policies and establishes procedures and assist in the implementation of process improvements when necessary. -Provides direction to staff when complaints are escalated to management level.
The Ideal Candidate will Possess the Following Additional Education and Experience
Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
In some instances this manager may be responsible for a functional area and not have any subordinate employees.
Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
Develops and administers schedules, performance requirements; may have budget responsibilities.
Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
Often must lead a cooperative effort among members of a project team.
Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
Provides guidance to subordinates within the latitude of established company policies.
Recommends changes to policies and establishes procedures that affect immediate organization(s).
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.