This fully-remote position requires the ability to travel up to approximately 50%.
The Project Manager, Operations Support position in the Health Operations Support and Stabilization group provides full life cycle support to projects in Maximus U.S. Services, including implementation, stabilization, change management, expansion, new solution rollouts, and other areas of need. This role: | | • Takes responsibility for assigned workstreams during start-up. | • Manages/coordinates workplans, progress, risks and issues to stakeholders. | • Works with technical partners and conducts analysis of data to determine strategy and tactics. | •Generates policy/procedures/work instructions for project use. | •Seeks opportunities to make contracts run more efficiently.
Essential Duties and Responsibilities: | •The primary duties of the Senior Manager are to provide project management and oversight of consulting projects (planning, procurement, quality assurance, IV&V) which includes: | oServing as primary point of contact with the client | oManaging client communications | oManaging project team/staff to include subcontractor management | oDeveloping and maintaining the project schedule | oManaging and developing deliverables | oBudget management | oRisk and issue management | oContract management | oCollaborating with other Maximus projects | •As needed, the Senior Manager will be called upon to support or lead proposal efforts which may include: | oWriting support | oReviewing support | oProposal management assistance | •As directed, the Senior Manager may lead special projects or initiatives | •As directed, the Senior Manager will also perform other duties as assigned | | | •Required: | oSubject matter expertise in health and human services programs specifically Temporary Assistance for Needy Families (TANF), Child Welfare, and/or Workers Comp | oMinimum of 10 years of project management experience | oMinimum of five (5) years of IV&V experience | oMinimum of three (3) years’ experience directly related to large public sector projects that includes industry-standard and best practices related to quality, quality assurance, and quality control principles and techniques | oMinimum five (5) years of experience with requirements management and tracking for a large modernization programs | oMinimum of five (5) years of assessing and analyzing project health | oAbility to interface with executive sponsors, IT resources, management teams, and stakeholders on a regular basis to interview and gather information and data to support analysis | oStrong analytical skills | oExcellent verbal and writing skills | oBachelor's Degree from an accredited college or university; experience may be substituted for education | oProficiency in Microsoft programs such as Word, Excel, PowerPoint, and Project | oCertified by the Project Management Institute (PMI) as a Project Management Professional (PMP) | oAdvanced certification in Agile Certified Practitioner (ACP), Kanban System Design, or Lean Six Sigma Black Belt | •Preferred | oExperience with User Acceptance testing and management on large modernization programs | oSubject matter expertise in health and human services programs such as the Supplemental Nutrition Assistance Program (SNAP), Child Support, Medicaid, or Unemployment Insurance | oExperience providing system planning and procurement support | oExperience in proposal writing and development
Reporting to the Manager, Workforce Optimization (WFO), the Analyst works closely with Workforce Management (WFM) staff, contact center management and operations/project management to develop demand forecasts, analyze drivers of performance and develop capacity plans that meets project performance goals. | | The position is responsible for overseeing the effective use of reports, and developing and maintaining accurate call center and/or operations forecasts using statistical and other quantitative analysis methods including simulation to support development of efficient staffing plans. He/she will be responsible to align staff both strategically (long-term) and tactically (short-term) with workload demand and contract requirements implementing Standardized Operations and Analytics(SOA) best practices and process performance monitoring, leveraging existing reporting capabilities and conducting process analysis as needed. The position follows MAXIMUS best practices set forth by the SOA Group and closely collaborates with the SOA function for best practice methods and technical expertise. The position provides guidance, background information, and assistance to management staff on the development of new reports and the modification and interpretation of existing reports. | | Duties / Responsibilities: | 1. Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical analysis, simulation modeling and other mathematical methods. | 2. Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts. | 3. Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met. | 4. Develop operational production plans to efficiently allocate staff resources against workload. | 5. Optimize staff shifts/schedules based on the tactical forecast that are capable of meeting | Performance targets while allowing for training, team meetings and other such events. | 6. Develop expert knowledge of daily operations and collaborate with supervisors, managers and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities. | 7. Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities. Plan and execute analysis – often interrogating data and other information to perform root cause analysis and develop an impact assessment. | 8. Oversee real time performance issues and implement contingency actions in event of forecast deviating from the real time scenario. Work closely with the WFM staff to execute plans and react quickly if any real time performance issues. | 9. Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas: business and operational analysis, and interpretation and effective use of process performance data, presentation objects and other analysis artifacts. | 10. Facilitate discussion among process stakeholders (both technical and non-technical) in order to elicit, analyze, communicate (both written and verbally) and validate requirements for business intelligence (reporting) needs. | 11. Collaborate with SOA team to ensure successful implementation of chosen solutions. | | | | Experience Required: | •Experience with Simulation Modeling of contact center/workforce/production/manufacturing processes. | •2-5 years of experience in Capacity Planning and Workforce Optimization, preferably in contact centers with at least 100 employees. | •Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives. | •Effective application of relevant statistical forecasting, workforce management methods. | •Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities. | •Education Required: MS and/or BS in operations research, mathematics, statistics, industrial engineering or related field required. | | Skills / Knowledge Required: | •Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions. | •Strong ability to define data requirements, gather and validate data and other information, apply judgment and statistical tests. | •Ability to conduct and manage mathematical or statistical studies, to create and interpret statistical analyses- regression, time series. | •Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. | •Ability and desire to represent and explain complex models and forecasting principals to program and operation staff and front-line management in familiar and non-technical language. | •Excellent analytical skills. | •Exceptional proficiency in Microsoft office applications (particularly Excel). | •Possess superior oral and written communication skills. | •Candidate must be self-starting, energetic, and motivated. | | Skills / Knowledge Preferred: | •Business analytics, BPM, SQL basic skills, Six Sigma, and other process improvement exposure. | •Knowledge of complex relational databases, mathematical modeling and statistical software, business and management principles involved in strategic planning, resource allocation, human resources modeling, production methods, and coordination of people and resources. | •Knowledge of government sponsored health care programs and systems.
Maximus is looking for Fiber Application Reviewers at our Brownsville, TX Location. The employee will review applications, invoices, and supporting documentation for eligibility determination based on guidelines. Work will be done on-site at the Maximus Brownsville, TX location. Work schedule will be an 8 hour shift Monday through Friday, between 7am-7pm As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.
The employee will review applications, invoices, and supporting documentation for eligibility determination based on guidelines. |
-Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services. | -Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken. | -Follow standard operating procedures to ensure consistency and accuracy. | -Address customers inquiries and resolve problems to ensure that appropriate changes are made. | -Refer unresolved customer grievances to designated departments for further investigation. | -Communicate with supervisor regarding any potential needs or concerns. | -Perform data entry accurately.
-Provide case management services to an assigned case load of child support cases and apply knowledge of policies, procedures, and state and federal regulations to progress cases through the administrative and legal system. | -Establish and enforce child support orders. | -Conduct research to locate non-custodial parents. | -Research and review records to gather information vital to cases. | -Educate customers on the process and their options, and respond to customer inquiries. | -Verify existing data on an automated child support system.
Who We Seek: | •Passion Seekers. You genuinely care about the work that you do and its impact on society. | •Self-Starters. You’re a go-getter who isn’t afraid to step up and disrupt the status quo. | •Entrepreneurs. You bring fresh ideas to the table, work hard, develop business and consistently seek new challenges. | •Collaborators. You’re a great contributor to a high performing team that accomplishes great feats for our clients. | | What You Will Do: | Maximus, Inc. is seeking a Senior SOC Analyst – Tier 3 to work as part of a Security Operations Center team. The SOC provides security monitoring, reporting and response for a large enterprise. | | The Tier 3 Analyst is responsible for continual operations, incident response, content creation, providing a vision to the customer, mentoring SOC analysts of all levels, enhancing and augmenting the current SOC and ensuring the growth and success of the SOC. | | Job Responsibilities: | •Security and day-to-day operations of the SOC with a focus on proactive monitoring, Incident Response and content creation | •Tier 3 escalation of major events and cyber investigations | •Identify, evaluate, recommend, and implement processes, procedures and tools which will enhance existing monitoring capabilities and ensure a cycle of continuous improvement. | •Develop and maintain policies, processes, and procedures to ensure reliable and effective SOC operations. | •Manage, coach and mentor SOC staff to ensure employees are working as efficiently as possible while fostering a team-oriented environment. | •Coordinate with appropriate engineering, security, and management teams to resolve and report on issues identified via SOC monitoring tools. | •Lead efforts to constantly monitor, detect, and evaluate events which may impact monitored assets, to increase situational awareness of network operations or network security events that threaten the operations of the networks or systems. | •Monitor and review event indications, warnings, and system logs and notify the applicable stakeholders in accordance with service level agreements and SOPs. | •Participate in special projects as required | | Required Skills: | •Tier 3 incident response experience | •Bachelor's Degree and five (5) years security-related experience | •Extensive experience with digital media analysis and digital forensics (Splunk, Tanium) | •Any 1 of: CISSP (associate), CCSP, SSCP, GMON, GCIH, GCIA, GECD, CEH, CASP AND any 1 from the CSSP Analyst, Infrastructure Support, or IR from the DOD 8570 list | •Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers. | •Ability to design and implement effective policies to achieve consistent team results. | •Ability to communicate ideas in both technical and user friendly language. | •Highly self-motivated and directed, with keen attention to detail. | •Experience implementing monitoring tools and capabilities. | •Good verbal and written communication skills. | •Strong problem solving, leadership, team building, and troubleshooting skills. | | Desired Skills: | •Ability to mentor junior staff | •Experience with a wide range of security tools and knowledge of relevant cyber frameworks and methodologies | •Secret Clearance (active) – we will process for you | •Top Secret, SCI Clearance (eligible) – we will process for you | | Years of Experience: 5+ Years | Due to federal client requirements, only US Citizens can be considered | | As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.
Who We Seek: | | -Passion Seekers. You genuinely care about the work that you do and its impact on society. | -Self-Starters. You’re a go-getter who isn’t afraid to step up and disrupt the status quo. | -Entrepreneurs. You bring fresh ideas to the table, work hard, develop business and consistently seek new challenges. | -Collaborators. You’re a great contributor to a high performing team that accomplishes great feats for our clients. | | Description: Develop software for back-end services and front-end mobile applications. | | Required: | •2+ years of experience in React Native, React.js, Node.js | •Full Stack development skills | •iOS and Android mobile application debugging skills | •Experience working in or migrating to AWS | •Experience developing in microservices | •Bachelor’s degree (or 5 years of experience with no degree) | | Desired: | •Experience supporting the Federal Government | •Analyze user needs | •Familiarity with ITIL® Availability Management procedures | •Familiarity with Test Driven Development
The Workforce Management Specialist works with the call center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models to optimize service quality and efficiency, and creates/analyzes reports critical to the center's operations and oversight. | | Duties/Responsibilities | 1. Analyzes, monitors, and evaluates the function of the workforce call center by monitoring activities on a real-time basis. | 2. Creates and communicates schedules and provides regular reports to management on workload and workforce. | 3. Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency using such criteria as agent to queue ratios, adherence, agent skillset and call back assignments. | 4. Creates and designs ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics. | 5. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. | 6. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs. | 7. Make recommendations for improvements in project performance based on analysis of complex metrics. | 8. Identifies, shares and continuously improves best practices throughout MAXIMUS WFM community | 9. Uses metrics to analyze and recommend improvements to the WFM process and operating | - Approve or deny employee requests for time off based on analysis of staffing needs, balancing business need and the needs of the call center workforce. | - Display sound judgment when coding information into the WFM platform, determining availability, effect and consequence of such actions, ensuring the action is within policy and procedures, and communicating the action to the proper personnel | | Position Requirements | | Education Required: Associates degree from an accredited college or university in Computer Science, Information Systems, Mathematics, Statistics or related field, or equivalent experience. | Education Preferred: Workforce Management Certification | | Skills / Knowledge Required: Strong analytical skills with the ability to identify, analyze and interpret problems and trends; an understanding of call- or service-center metrics, terminology and business processes; proficiency in Intermediate Microsoft Office Applications, excellent communication skills | Skills / Knowledge Preferred: Preferred qualifications include knowledge and understanding of managed care organizations, Medicaid, Affordable Care Act. | | Experience Required: Prior experience in Workforce Management in a large call center or two years of experience using structured methodologies in analysis and/or quality control; knowledge of workforce management calculations, technologies and key performance indicators. | Experience Preferred: Extensive experience with Workforce Management software such as Blue Pumpkin, Pipkins, Aspect, IEX, etc.; Two years of experience with scheduling personnel in a large scale call center with multiple locations; Experienced with developing and enhancing systems organizational structures | | Abilities: Highly organized and can work independently as well as with a team; Flexible, receptive to change, ability to adapt quickly to changing business requirements; Ability to act independently to resolve issues quickly and accurately, and to escalate where appropriate; Ability to maintain confidentiality of sensitive employee information; Ability to successfully execute multiple, complex tasks simultaneously and manage multiple projects; Ability to interface well with business professionals and non-technical staff at all levels as the ability to work effectively as a team member and independently; ability to influence and negotiate through the use of verbal, written and interpersonal communication at all levels of the organization; Regular Attendance.
Maximus federal is seeking a detail-oriented, results-driven and committed Senior Genesys Engage Engineer to provide technical leadership and delivery of new capabilities and solutions across the Maximus Voice & Contact Center technology portfolio. This role will be responsible for leading the analysis, planning, evaluation, implementation, and validation of our MGEP Contact Center solutions. This role provides exposure to emerging Voice and Contact Center technologies and a great opportunity to work on highly visible strategic initiatives across all areas of Maximus Business Segments. Successful candidates will demonstrate strong technical leadership skills; have experience in leading and delivering quality technical solutions, demonstrate business acumen and discipline, as well as setting and executing on a strategic technical vision. Candidates must have a willingness to understand existing processes and systems and possess strong interpersonal and communication skills. She/he should be able to make decisions quickly in consultation with team members and be able to build relationships, actively participate in teamwork, and understand the dynamics and critical nature of the business. | | Responsibilities of the position include: | •Provide technical leadership in various contact center initiatives (review, input, recommend) by enforcing the vision of platform reference architecture and ensuring alignment to strategic roadmap keeping in mind cross-functional impacts, integration across the organization and architecture rationalization, in partnership with solution architects and other technical peers. | •Lead and participate in pilot development, troubleshooting, and code modifications. | •Provide oversight in the planning, evaluation, recommendation, implementation, and validation of new/emerging technologies. | •Collaborate with the architecture team to ensure that the technical solution designs and implementation are consistent with the architectural vision, as well as to drive the business through technical innovation using newly identified and emerging technologies. | •Function as subject matter expert and advocate for various contact center capabilities, requiring depth and breadth in their knowledge of the business processes, technologies, applications, integration and interfaces. | •Identify, evaluate and assess risks to mitigate them and eliminate any factor that might hinder the successful delivery of a solution. | •Collaborate with vendors and platform teams to optimize new product and service offerings. | | Required Qualifications: | •Bachelor's degree in Computer Science or a related discipline. | •At least 8 years of related experience | •5+ years of experience installing & Configuring Genesys Contact Center solutions to provide IVR, Queuing & Routing, Callback Assist, Recording Services, WFM/WFO, Analytics, Digital Service Products (IVA/Chat/Text/SMS) and Omni channel services. | •Knowledge in chatbots (like Lex, Dialog Flow and Nuance). | •Experience across the entire Genesys product line, with specialization in Network, telephony, database, server administration, and development skills on the Genesys Engage product. | •Strong Telephony Understanding within the Genesys stack relating to implementing and troubleshooting SIP and Routing flows. | •Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts. | •Has solid working knowledge of Genesys engage reporting platform and ability to build customized reports reports. Innovative mindset, problem-solving skills. | •Experience with cloud technologies (Azure, GCP, AWS, etc.). | •Experience with automation frameworks (i.e. BlackChair, Cyara, Selenium, etc.). | •Experience with Containerized Genesys Engagement architecture is a plus
The Senior Analytic Solution Delivery Analyst - Portfolio Mgmt is a strong Performance Analytics analyst skilled in cross-functional collaboration with advanced operational and performance analytics capabilities. Leveraging excellent communication skills, they facilitate discussions between both technical and non-technical stakeholders to elicit, analyze, and document business needs and requirements and deliver analytic solutions. They have strong analytical and quantitative skills and others would describe them as highly data literate. Truly passionate about the power and promise of data, they get excited about helping others uncover actionable intelligence to make more insightful business decisions. Commanding both an eye for design and a strong grasp of data visualization best practices, they are able to create stunning and effective business dashboards that enable visual exploration of data and rapid performance monitoring across the organization. Using considerable judgment and initiative they solve complex business and system problems and deliver analytic solutions.