MAXIMUS

  • Senior Site Quality Manager - Contact Center

    Job Locations US-DC-Washington
    Posted Date 2 weeks ago(1/7/2020 4:27 PM)
    Requisition ID
    2020-48220
    # of Openings
    1
    Job Function
    Quality
    Job Schedule
    Limited Service Full-Time
  •  

    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 https://www.maximus.com.

    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.

    GENERAL SUMMARY: (Scope, Summary and Impact of Job)

    The Sr. Site Quality Manager - Contact Centers provides management oversight and direction for the quality function in a contact center operation. Is responsible for managing multiple quality site locations where quality teams are based to include: Quality Operations Managers, Supervisors and Monitors that perform quality monitoring of contact center (CC) Customer Service Representatives (CSRs). Quality Monitors evaluate calls, provide scoring comments and general observations for CC supervisor coaching. Site quality teams have Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and specific goals and objectives. The Senior Site Quality Manager tracks service metrics, and analyze performance and process improvements for the quality component of the program ensuring site quality teams work efficiently to meet goals. Ensures compliance with program and company policies. Is the primary point of contact for all contact center Operations leadership related to the quality procedures, practices and performance of CSR monitoring completion and evaluation. Has as full responsibility for managing the quality team performance to meet and exceed all service level agreements (SLAs) and key performance metrics (KPIs).

    JOB RESPONSIBILITIES:
    1. Adheres to and enforces the program quality plan, Standard Operating Procedures (SOPs) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, performance metrics assessment, and continual improvement actions. Ensures the quality operations managers, supervisors and monitors adhere to all quality processes, pass all internal audits and perform to all expectations.
    2. Coordinates hiring of site quality staff at all quality site locations and manages on-boarding and off-boarding requirements.
    3. Completes training of quality monitoring system in order to manage dashboard for real time reports and the ability to create daily reports.
    4. Creates quality procedures to be conducted in quality monitoring system. Conducts reviews to initiate process improvements.
    5. Manages a team of Quality Operations Managers, Supervisors and Monitors by establishing roles, work standards, performance objectives, and enforcement through regular oversight. Has full responsibility of managing the team performance to meet and exceed all performance SLAs and KPIs.
    6. Is the primary quality point of contact for all program contact centers; Works collaboratively with the program management office (PMO) in the central Operations Command Center (OCC) to ensure team standards for quality service center are achieved and initiates improvement actions when necessary; works closely with contact center operations to ensure the average quality score is achieved, timely delivery of coaching is given to CSRs, and critical fails are addressed immediately.
    7. Attends daily meetings or work sessions to stay current on all quality processes and directives.
    8. Position may require nights and weekend work, to include meeting attendance.
    9. Oversees quality site and contact center calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements.
    10. Monitors and reports service center performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.
    11. Analyzes performance trends and takes proactive steps to prevent service shortcomings.
    12. In conjunction with PMO management, may be asked to develop and conduct quality-related training.
    13. Represents the site level quality function to clients and all IPTs, serving as the point of contact regarding site level quality activities. Includes status and performance weekly reporting in client meetings, daily program debriefing meetings and in IPT meetings.
    14. Oversees the auditing processes for SOP compliance, quality procedures and company policies to including payroll procedures for all staff.
    15. Participates in special projects as required.

    EDUCATION / EQUIVALENT TRAINING:

    1. Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
    2. 8-10 years of related experience in call center monitoring, quality assurance, and/or customer service with a minimum of 5 years as a contact center or quality manager.

    EXPERIENCE:

    1. Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes in a contact center environment.
    2. Knowledge of and experience with contact recording systems (ie. TTEC-Calabrio ONE QM, Genesys) preferred.
    3. Ability to manage a multi-site contact center environment.

    SKILLS AND ABLITIES:

    1. Effective time and people management skills
    2. Organizational, teamwork, and managerial skills
    3. Effective oral and written communication skills
    4. Proficiency with MS Office Products: Word, Excel, Visio, PowerPoint

    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.

    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

    Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

    Maximus is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).

     

    Essential Duties and Responsibilities:
    - Manage and oversee an effective Quality department to continuously identify opportunities for improvement
    - Maintain adherence to contract driven performance requirements.

    Minimum Requirements:
    - Manage activities of two or more sections or departments.
    - Exercise supervision in terms of costs, methods, and staffing.
    - In some instances this manager may have subordinate supervisors and/or managers.
    - Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
    - Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
    - Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
    - Regularly interact with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.
    - Require the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
    - Establish operational objectives and work plans and delegates assignments to subordinates.
    - Senior management reviews objectives to determine success of operation.
    - Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

     

    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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