• Customer Support Center Manager

    Job Locations US-NC-Raleigh
    Posted Date 1 month ago(12/13/2019 2:47 PM)
    Requisition ID
    # of Openings
    Job Function
    Call Center
    Job Schedule
    Regular Full-Time
  • Job Description Summary


    The Call Center Manager is responsible for coordinating processes by formulating policies, managing staff, daily operations, and planning the use of materials and human resources administrative services.


    1. Oversee customer support center and mailroom functions and staff on a daily basis to
    ensure that excellent customer service is provided to customers and stakeholders

    2. Responsible for identifying and resolving issues, problems, and concerns with employees
    and client

    3. Ensure adequate staffing levels, staff training, and compliance to meet contractual

    4. Receive assignments in the form of objectives and determine how to use resources to
    meet schedules and goals

    5. Provide assistance and updates to staff regarding the programs, policies, and procedures

    6. Recommend changes to policies and establishes procedures

    7. Develop individual and team goals and objectives, and monitor achievement of these goals

    8. Conduct ongoing audits and review reports to identify areas for improvement

    9. Interact with varying levels of external and internal customers

    10. Complete reports and metrics for the project and corporate office

    11. Ensure the confidentiality and security of all information

    12. Perform other duties, as necessary or assigned by the Program Director

    Accountable for meeting all established customer support center goals for the project


    • Knowledge, Skills & Abilities

    • Ability to lead and drive effective customer support center operations

    • Ability to work effectively in a “hands-on” management role

    • Ability to work effectively in a deadline-driven environment

    • Outstanding work ethic, integrity, and value system

    • Excellent written and verbal communication skills

    • Ability to perform all job duties in compliance with Person First standards, HIPAA
    guidelines, and company confidentiality policies

    • Ability to multitask effectively while performing job duties, including ability to prioritize
    tasks and ensuring all voice mail and email messages are returned expeditiously

    • Excellent organizational skills

    • Excellent negotiation and interpersonal skills, including ability to use effective diplomacy in
    dealing with senior business leaders and other business parties

    • Ability to work independently with minimal day-to-day supervision

    • Ability to interact professionally and collegially with referral sources (hospital & nursing
    home staff, physicians, social service workers, etc.), state contract officers, and coworkers

    • Advanced skill with word processing, spreadsheet, presentation, and publishing software
    (Microsoft Word, Excel, PowerPoint, Publisher, and Visio strongly preferred)


    The job requires successful completion of a Bachelor’s degree from an accredited college or university.
    Directly related work experience can be substituted for the required college degree on a year-for-year basis.


    The job requires at least three (3) years of experience in call center or similar operations. Experience in managing a large-volume Call Center for a healthcare-related or Medicaid program preferred.


    • 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.


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