Call Center Manager

Job Locations US-NY-New York
Requisition ID 2019-47191
Posted Date
8 months ago(12/17/2019 9:01 AM)
# of Openings
Job Function
Call Center Operations
Job Schedule
Limited Service Full-Time
USD $95,000.00/Yr.

Job Description Summary

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 U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy.

The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.

The Customer Service Manager will provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet MAXIMUS and contract goals/objectives as required.

The Customer Service Manager will report to the Senior Site Manager. This role will provide leadership to Customer Service Supervisors, with the goal of meeting program objectives and customer service level agreements.


• Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts.
• Provide leadership to call center supervisors and other professional staff.
• Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.
• Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts.
• Ensure all production turnaround standards and service goals are met.
• Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity.
• Review, approve, and sign timecards as necessary. Ensure all supervisors are following and completing all ETS timekeeping responsibilities.
• Assist with enhanced escalation calls as needed.
• Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.
• Enforce program standards such as quality control and security, and perform risk management and vulnerability studies.
• Promoting Open Door environment and driving a healthy, open culture that minimizes staff and employee complaints.
• Other duties as assigned.
• Ensure full adherence to COR requirements
• Travel may be required


• Bachelor's degree or equivalent work experience
• Five years of professional level experience in contact center, customer service, or operations management required
• Experience in healthcare programs preferred
• PC skills required-MS office knowledge highly desirable
• Excellent communications skills (both verbal and written) is required, including presentation skills
• Customer service orientation required

Additional Requirements as per contract/client:
• In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

In accordance with contractual requirements:
Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau. Ability to pass United State Census Bureau suitability assessment.
MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.
Residency requirement:
Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program. 


Essential Duties and Responsibilities:
- 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.
- Monitor and evaluate 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 establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Perform other duties as may be assigned.

Minimum Requirements:
- Manage, 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.
- Work 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.
- Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
- Act as advisor to subordinate(s) to meet schedules and/or resolve problems.
- Develop and administer schedules, performance requirements; may have budget responsibilities.
- Frequent interaction 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.
- Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
- Provide guidance to subordinates within the latitude of established company policies.
- Recommend changes to policies and establish procedures that affect immediate organization(s).

MAXIMUS Introduction

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit


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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