This position is contingent upon award | | Job Duties | •Responsible for assessing organizational training needs and requirements to develop a tailored and comprehensive Agile training program. | •Develop training plan, develop detailed curriculum, and prepare appropriate training catalogs. | •Prepare instructor materials, prepare student training materials, and train personnel by conducting classroom and virtual courses, workshops, and seminars | | Education and Experience | •Bachelor’s Degree or 4 plus years of experience | •Three (3) years of experience in developing and implementing training curriculums; must have two (2) years of specialized experience, including experience in developing and providing agile training in IT | •Demonstrated ability to communicate orally and in writing
This position will act as the Project Director for the Maryland Health Benefit Exchange – Consolidated Service Center, a MAXIMUS Health Services Operations project. This project is jointly operated with call centers in Glendale, Colorado, Hampton, Virginia and Windsor Mill, Maryland; will be based out of the Windsor Mill (Baltimore), MD office. | | The Director - Project/Program will perform as a key member of the senior management team responsible for meeting cost, schedule and quality requirements of the project and will oversee all contract administrative functions including policy, budget and financial controls. | | JOB RESPONSIBILITIES | | 1.Directs the Management team of the Maryland Health Benefit Exchange (MHBE) Consolidated Service Center (CSC) | 2.Participate with executive management to establish strategic plans, objectives and work plans | 3.Develop program performance goals and objectives and monitor achievement of such goals | 4.Propose changes in policies and procedures for improvement | 5.Leads the project to result in meeting or exceeding contractual service level requirements | 6.Identifies risks/issues and develops mitigation plans and oversees their execution | 7.Ensures contract compliance with all contractual provisions and standards, including annual audit requirements | 8.Identifies and reports all incidents to the Vice President Health Operations and the client contact, as necessary | 9.Leads the Management team with all project-wide initiatives, planning, and reporting | 10.Supervises Management team and develops the team’s performance in aggregate and individually | 11.Engage in rebid proposal and other business development initiatives for Maryland contract | 12.Supports Vice President, Health South Operations with all special projects as assigned by President of Health South Services Operations | 13.Perform other duties as assigned | | Requirements: | •Bachelor’s Degree from an accredited college or university. In lieu of a Bachelor’s Degree, 4-6 years of relevant experience will be accepted. | •At least 5 years experience required with client contract responsibilities as a primary client interface | •At least 7 years management experience required, in managing medium to large sized call centers | •At least 2 years experience in Health Exchange/Managed Care operations or comparable experience | •Proven ability to respond to the needs of outside contacts | •Proven ability to develop and manage budget and financial forecasts; meet and exceed goals | •Proven ability to maintain up-to-date accurate knowledge of all applicable statutes, regulations & contractual requirements to ensure project is in compliance with all standards, including annual audit requirements | •Ability to develops performance goals and objectives for direct reports and monitor the achievement of those goals | •Proven ability to monitor performance against key indicators established internally or by the client | •Excellent organizational, written, and verbal communication skills | •Excellent people management skills | •Excellent analytical skills | •Strong client management skills | •Strong computer literacy in Microsoft programs (Excel, Word, Project, etc.) | Preferred: | •Salesforce CRM | •IVR Technology | •Knowledge of Medicaid and Affordable Care Act (ACA) marketplaces
At MAXIMUS, we are growing our digital solutions team to better serve our organization and our clients in the government, health, and human services spaces. We believe that great outcomes define our success. We like to turn bold ideas into delightful solutions. We use methodology grounded in design thinking, lean, and agile to help solve complicated problems in a cost effective, rapid, and precise manor. | | Looking for an experienced UI/UX designer to design and shape unique Human Centered Design products and experiences. The UI/UX designer will be responsible for creating and designing web and mobile elements that optimize user interaction and experience. Will create wireframes, storyboards, and conceptual models for testing and building with the goal of translating any given user-experience journey into a smooth and intuitive interaction. | | As a part of our digital solutions organization, the User Interface/User Experience (UI/UX) designer will work on a fully dedicated, cross-functional, team required to deliver solutions which fulfill client needs and drive business outcomes within the context of client journeys. The team will operate with enhanced speed and agility to deliver meaningful customer experiences in a rapid build-measure-learn manner. | | Focused on creating innovative user experiences, you'll continuously deliver imaginative solutions that also satisfy business needs. While your analytical approach to problem-solving, underpinned by strong organizational skills, will make you a valuable member of a collaborative team that shares ideas and solves problems in new ways. And at every stage of the process you'll enjoy many opportunities to deepen your knowledge and widen experience. | | Success depends on close collaboration and partnerships with end-users and subject matter experts, as well as product and technology counterparts. This position is for a thoughtful designer with a passion for making complex data and workflow problems simpler. | | Essential Duties & Responsibilities: | •Passion for creating new digital experiences with a high attention to detail | •Superb communication and influencing skills, both with US and Offshore resources | •Collaborate with product managers and other designers to define, prioritize, and solve problems | •Work closely with the development team and help guide software engineers as they build your designs | •Complete understanding of responsive design for a consistent experience on all devices | •Create wireframes from user stories, clickable prototypes (Invision), and layered Sketch/XD to be handed off to developers | •Design prototypes while closely adhering to style guides | •Discover user needs, collect feedback, and present your findings to stakeholders | •Advocate for customer needs, good design, and accessibility | •Ability to translate research findings into design recommendations | •Help other designers and developers by critiquing their work | | Requirements & Qualifications: | •A portfolio of your most recent work, showcasing wireframes, as well as low and high-fidelity mockups across a variety of device types. | •At least 2 - 5 years of experience in user experience and user interface design required or with comparable work experience; At least 5 years of experience preferred | •Bachelor's Degree in Interaction Design, User Experience Design, Human Computer Interaction, Product Design, Graphic, Web/Multimedia Design preferred or with comparable degree or work experience | •Expertise with creating wireframes, diagrams, interactive prototypes, and high-fidelity designs using current industry software (Sketch, Invision, Adobe, etc.) | •Knowledge of all aspects of the UX process, such as User Research, Information Arch, Best Practices, Interaction Design, ADA/508, Visual Design, User Testing and Prototyping | •Knowledge of CMS platforms such as Drupal and WordPress or enterprise CMS experience | •Experience conducting research, listening, collecting, understanding and incorporating feedback | •A ‘start-up’ mentality–a willingness to pitch in and help where help is needed | •Expert in MS Office applications, primarily Powerpoint and Excel | | Nice-To-Haves | •Working knowledge of HTML and CSS | •Graphic design and print background experience | •Creation of vector artwork using Illustrator | •Experience creating compelling Powerpoint presentations incorporating rich media (video, motion graphics, animations) | •Video editing experience a plus
The MAXIMUS Satellite Missions Operation and Maintenance Support (SMOMS) contract provides support to OSPO in achieving their mission to manage and direct the operations of NOAA’s GOES and POES satellites; operationally command, control and track NOAA and partnership satellites; ingest, process and distribute satellite products; ensure that security, availability, reliability, timeliness and quality requirements are met; and operate and maintain additional satellites as required to support the overall NOAA mission to understand and predict changes in climate, weather and coasts. | | MAXIMUS is seeking a Scientific Programmer III to join our team in Suitland, MD. This position will directly support the Satellite Operations Command Center (SOCC) in providing expert programming support to all missions to install new software releases and system upgrades as well as evaluate and install patches and resolve software-related problems. Work after hours and at other NOAA facilities may be required periodically. | | Job Duties/Responsibilities: | In a 24x7 operational environment, the candidate, with very little supervision, will be responsible for: | •Converting scientific, engineering, and other technical problem formulations to formats that can be processed by computer. | •Configuring and integrating applications which process and distribute NOAA weather data in a 24x7 operational environment. | •Testing, troubleshooting and modifying new and existing products and applications | •Authoring new and/or updating existing product and application documentation. | •Providing immediate code fixes for problems impacting product delivery/quality in near-real-time | Isolating root causes and design mitigation for factors that impair system performance. | •Development and implementation of both fixes and enhancements that are managed using the Software Development Life Cycle as required by the customer. | •Supports operations at the NOAA Environmental Satellite Processing Center. | •Responsible for ensuring reliable operation of the systems that decode the data coming from weather satellites, make images, perform scientific analyses to make higher level products, and make these products available to National Weather Services (NWS) local forecast offices, NWS supercomputers running advanced numerical models, and a host of other users at NOAA, other government agencies, international users and more. | •Directly support NOAA’s Polar Orbiting Environmental Satellite system the mission of which is to provide environmental monitoring to the US government. This is a 24x7 operational environment. | •Update, reconfigure and support of the TEP effort (Training and Test Simulator Emulation Program) of the NOAA Polar Orbiting Environmental Satellite program. | •Develop new solutions required to make the TTS Emulation Program (TEP) more closely reflect the performance of the actual satellites being emulated; Support install and configuration of TEP at multiple locations, complete testing and acquire approval to use the systems from our government customer. | •Create software Programmable Serial Interface (PSI) module to handle command formatting and then replicate that command remotely. | •Create and release of TEP Phase II software, including the PSI listed above, testing and installation. | •Create Command Encryption Module (CEM) used for encryption of commands used in remote synchronization. | •Create and release of TEP Phase III software including the CEM listed above, testing and installation. | •Create training material(s)/standard operating procedures/documentation to support all solutions implemented. | •Research, evaluate, and remain current on emerging tools, techniques, and IT technologies. | •Work closely with client to perform technical and requirements analysis. | •May involve supporting on-call duties for off hours (evenings/weekends/holidays) anomaly response; after-hours and travel to other NOAA facilities may be required at times. | •Develop software solutions that will meet or exceed business requirements; the development effort includes designing and implementing modules to the system specifications, conducting unit testing, troubleshooting issues and producing detailed proposals to resolve issues. | •Evaluate new coding techniques, tools, technologies, and implement as appropriate. | •Consult on requirements solicitation and definition. | •Design engineering solutions per systems requirements; support code reviews, unit test, and integrate coded modules, assist developers in resolving issues, support testing and remediate defects, support users through troubleshooting and analysis of production logs and data. | •Familiar with a variety of the field's concepts, practices, and procedures. | •Relies on experience and judgment to plan and accomplish goals. | •Performs a variety of complicated tasks. | •May lead and direct the work of others. | •Actively participate/contribute in SDLC activities such as solution design, work effort estimation, assisting peers with technical challenges and code review. | •Work with supervisor and Government to understand assigned work, deliver on agreed upon dates and raise issues/risks in a timely manner. | | Minimum Project Education/Requirements: | •Bachelor’s degree from an accredited college or university in Computer Science or Engineering or Information Systems or a related field (or equivalent experience) | •At least five years of relevant programming experience (five to eight years) | •Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors | •Proficient in MS Office Suite (Word, Excel, PowerPoint, Visio and Project) | •A wide degree of creativity and latitude is expected; ability to perform multiple tasks, some complex, with minimal supervision and guidance | •Excellent verbal and written communication skills | •Must be able to work in team environment with minimal supervision, be self motivated and able to define plan and implement long-term goals, tasks and projects | •Possess ability to technically lead a project through the lifecycle and consult with the customer on business requirements | •Adaptability, flexibility and ability to deal with ambiguity and change | •Excellent problem solving, multitasking, troubleshooting skills and attention to details are required to work in this challenging and dynamic environment | •Very strong interpersonal, customer service, result and productivity-oriented and team building skills are essential | •Exercises judgment within defined procedures and practices to determine appropriate action | | Key elements of the target software environment include: | •JPerl, Python, shell scripting | •RHEL 6 on VM-ware SQL scripting | •ActivMQ messaging / Enterprise Service Bus | •PHP, Python, and Shell scripting | •RHEL 6/7 on VM-ware, Windows 7 | •Apache, JBoss, WSO2 | •ClearCase, Subversion | •Meteorological Scientific data formats such as HDF-4, HDF-5, netCDF | •Java, C, C++, F90/95, IDL | | Additional desired experience/qualifications: | •Previous government experience | •Solarwinds Enterprise monitoring and alerting | •Systems Administration experience in Linux and Windows environments | •Experience supporting a system in an Enterprise IT environment; operational systems support | •Demonstrated troubleshooting skills | •Programming engineering or science disciplines | •NASA/NOAA ground system and product generation/distribution experience a plus | •Experience working on satellite ground systems is preferred | •Experience with software security code review | | Per contract requirements, employees must have: | •United States Citizenship | •Public Trust eligibility suitability for Federal Government employment
The Software Engineer is an accomplished technical leader, proactive customer-focused advocate, a team player with substantial software engineering experience, preferably with some experience within the healthcare industry. The candidate must have hands-on experience with enterprise level software development, integration and implementation of SOA/Microservice architecture. The ideal candidate will have a good foundation of the Java, JEE platform, Microservice Architecture, REST, Angular, Typescript, Web Content Accessibility/USDS, UX, and SQL/data modelling. | | The candidate must demonstrate a willingness to learn new cutting edge technologies and overcome technical challenges in a fast paced environment. | | The candidate will provide design, and implementation expertise to a cross-functional software development team. | | The Software Engineer will play a key role of migrating three enterprise applications into a consolidated application which leverages DevOps, cloud computing, and Data Lake / big data technologies. | | Education and Experience | •Bachelor’s Degree | •At least five (5) to eight (8) years of related experience | | Additional Requirements: | • Need someone who is hands on and very good at UI technologies like Angular, React, Node with experience in CSS3 and Bootstrap | • Microservices with Java – Spring Boot, Docker | • AWS knowledge is plus | • Must be able to work seamlessly between UI and the backend services | • Must a fast learner and able to work independently | • Having working knowledge in PaaS platforms like Open Shift, or PCF or AWS ECS is a plus | • Well versed with Unit/Autamation testing process and frameworks like Selenium, Protractor, Jasmine, Karma etc. | • Working knowledge of RDMS databases, and NO SQL databases like Redis, Mongo, Cassandra
***REMOTE: Work from Home Opportunity*** | | The Contact Tracer is responsible for answering inquiries and making outbound calls related to COVID-19 Contact Tracing on behalf of the Springfield-Greene County Health Department. Applicants must reside within the Springfield-Greene County Missouri area. | | Essential Job Duties: | •Answer incoming calls from citizens related to COVID-19, including the general public. Make outgoing calls to those identified to have had contact with an individual who tested positive for COVID-19 in accordance with all performance standards, policy and procedures, and protocols. | •Transfer/refer citizens to appropriate entities according to the established guidelines. | •Perform co-browse interactions with consumers seeking assistance with the application process, as necessary | •Facilitate the fulfillment of caller requests for materials via mail, email, or download. | •Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate. | •Escalate calls or issues to the appropriate designated staff for resolution as needed. | •Track and document all inquiries using the applicable systems. | •Facilitate translation services for non-English speaking callers according to procedures. | •Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems. | •Meet Quality Assurance (QA) and other key performance metrics. | •Responsible for adhering to established safety standards. | •Must be able to remain in a stationary position for an extended period of time | •Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds | •Work is constantly performed in an office environment | •Perform other duties as assigned by management. | | Education and Experience Requirements: | •High School Diploma or GED | •6 months to 2 years of experience | •Must be able to read, write, speak and comprehend English. | •Strong data entry and telephone skills; | •Excellent organizational, interpersonal, written, and verbal communication skills; | •Ability to perform comfortably in a fast-paced work environment; | •Ability to successfully execute many complex tasks simultaneously; | •Ability to work as a team member, as well as independently. | •Previous experience with computers, phone systems, and headsets preferred; | •Previous experience in customer service preferred | | Other Requirements: | •Must be able to work alternate schedules and holidays. | •Project Hours of Operation are Monday to Sunday 8 am – 5 pm CST
Required Education: BA degree in a health, social services, or communications field required; RN licensure required | Preferred Education: MA degree in a health, social services, or communications field required. | | Required Experience: 4+ years RN experience in home care/geriatric and/or LTC settings. Experience with UAS-NY Assessment tool | Preferred Experience: Minimum of 1 year of supervisory experience in a clinical setting | | Required Skills: Leadership skills including the ability to support a remote team of nurses; knowledge of the theory, principles and practices of general professional nursing; knowledge of state and agency laws and regulations governing general nursing practices; ability to work effectively with technology in the workplace; highly developed written and oral communication skills; strong interpersonal skills; ability to work in a stressful and changing environment; ability to adapt to new technology and process changes and support others with such changes; a strong ability to work independently and proven ability to work with community groups. | | JOB RESPONSIBILITIES | | 1. Supervises the Nurse Evaluators in a designated region to assure quality, productivity, and timeliness of work completion. | 2. Oversees the training and development of Nurse Evaluators. | 3. Monitor the activities, schedules, productivity, and assessment results of an assigned group of Nurse Evaluators. | 4. Reviews clinical documentation for completeness, accuracy and consistency for an assigned group of Nurse Evaluators. | 5. Collects QA information from assigned Nurse Evaluators. | 6. Disseminates policy, protocol change, and ensures implementation across the team. | 7. Leads regular team meetings and acts as the point-person for the region of Nurse Evaluators. | 8. Conducts scheduled and random assessment supervision visits to ensure customer satisfaction through the observation of the Nurse Evaluator’s interaction and communication with consumers as well as the application of the UAS-NY assessment tool. | 9.Promotes project image and goals through public speaking engagements and local professional presentations | 10.Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position | 11.Performs other duties as may be assigned by the Nurse Director
Partial remote opportunity if in the tri-state area. Otherwise relocation would be needed.
The incumbent in this position supports business operations in state/federal policy analysis, requirements, impact and change analysis, business process modeling and redesign, knowledge management software systems and business intelligence. The incumbent also actively participates in overall strategic planning by linking project-specific activities with broader needs across the division and will interact routinely with all levels of operation and group management, infrastructure POCs, staff and customers.
MAXIMUS is seeking a mid-level System Administrator to join our team in Suitland, MD. This position will install new software releases and system upgrades as well as evaluate and install patches and resolve software-related problems. Work after hours and at other NOAA facilities may be required periodically. | | Job Duties: | • Install new software releases and system upgrades | • Evaluate and install patches and resolve software-related problems | • Perform system backups and recovery | • Maintain data files and monitor system configuration to ensure data integrity | • Maintain responsibility for system security and data integrity | • Assign passwords and monitor use of resources | • Produce IT Security artifacts, business reports, data call reports, forms, etc. | • Perform additional duties as assigned | | Requirements: | • Bachelor’s Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree | • At least five (5) years of system administration experience required | • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project) | • Experience managing Windows Domain Controllers and Active Directory | • Experience using Windows Server Update Services (WSUS) patch server | • Experience implementing Group Policy | • Strong verbal and written communication skills | • Strong analytical and problem-solving skills | • Highly detail-oriented and productivity-oriented | • Organized, timely, and customer service-oriented | • Ability to work well independently and in a team setting | • Adaptability, flexibility and ability to deal with ambiguity and change | • Excellent attention to detail and good analytical skills | • Prior Government experience preferred | • Experience with the following software preferred: | o Powershell | o SolarWinds | o TripWire | o SCCM | | Additional Requirements as per contract/client: | • Ability to obtain and maintain a Public Trust Security Clearance | • United States Citizenship
MAXIMUS is seeking a Systems Administrator IV to join our team in Suitland, MD. This position will install new software releases and system upgrades as well as evaluate and install patches and resolve software-related problems. Work after hours and at other NOAA facilities may be required periodically. | | Job Duties: | • Install new software releases and system upgrades | • Evaluate and install patches and resolve software-related problems | • Perform system backups and recovery | • Maintain data files and monitor system configuration to ensure data integrity | • Maintain responsibility for system security and data integrity | • Assign passwords and monitor use of resources | • Produce IT Security artifacts, business reports, data call reports, forms, etc. | • Perform additional duties as assigned | | Requirements: | • Bachelor’s Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree | • At least 8 years of system administration experience required | • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Project) | • Experience managing Windows Domain Controllers and Active Directory | • Experience using Windows Server Update Services (WSUS) patch server | • Experience implementing Group Policy | • Strong verbal and written communication skills | • Strong analytical and problem-solving skills | • Highly detail-oriented and productivity-oriented | • Organized, timely, and customer service-oriented | • Ability to work well independently and in a team setting | • Adaptability, flexibility and ability to deal with ambiguity and change | • Excellent attention to detail and good analytical skills | • Government experience preferred | • Experience with the following software preferred: | o Powershell | o SolarWinds | o TripWire | o SCCM | | Additional Requirements as per contract/client: | • Ability to obtain and maintain a Public Trust Security Clearance | • United States Citizenship
Sr. Cloud Engineer – Production Support | | As a Sr. Cloud Engineer (Site Reliability Engineer), you will help build a meaningful engineering discipline, combining software and systems to develop creative engineering solutions to operations problems. Much of our support and software development focuses on optimizing existing systems, building infrastructure, and reducing work through automation. You will join a team of curious problem solvers with a diverse set of perspective who are thinking big and taking risks. In this environment, you will take the lead on relevant projects, supported by an organization that provides the support and mentorship you need to learn and grow. As an SRE, you will be focused on running better production applications and systems. | | Job Duties/Responsibilities: | | • Develop, test and debug automated tasks (Apps, Systems, Infrastructure) | • Troubleshoot priority incidents, facilitate blameless post-mortems | • Work with development teams throughout the software life cycle ensuring sustainable software releases | • Perform analytics on previous incidents and usage patterns to better predict issues and take proactive | actions | • Build and drive adoption for greater self-healing and resiliency patterns | • Lead and participate in performance tests; identify bottlenecks, opportunities for optimization, and | capacity demands | • Assist with the design and building of reliable, fault tolerant cloud infrastructure | following industry best practices. | • Perform hands on management of cloud infrastructure | • Document cloud infrastructure and policies | • Mentor and train other members of the MAXIMUS IT | • Understand on premise policies, solutions, and technologies and integrate with the | cloud infrastructure where applicable. | • Understanding cloud security best practices and work with Security teams to design | and implement a security infrastructure | • Serve as a technical point of contract for cloud services and help with | communication of cloud services to projects | • Participate in the 24x7 support coverage as needed | | Education/Requirements: | | • Amazon Web Services (AWS) Solutions Architect – Associate, Professional (preferred) | • 3 years of solid AWS experience | • Mastery in at least two or more software languages (e.g. Python, Java, etc.) with respect to designing, | coding, testing, and software delivery | • Adept in the development of automated tools (e.g. Ansible, Chef, etc.), systems, and services in multiple | technology domains | • Advanced knowledge of infrastructure components (e.g. networking, cloud services, orchestration tools, | containerization, compute, and storage systems) | • Proficiency in service-level changes to a system and troubleshooting components | • Experience with Splunk or other monitoring tools | • Experience in engineering solutions for metrics gathering/publishing and event collection/correlation | across distributed architectures, automation, monitoring, intelligent alerting, random fault injections (Chaos | Engineering), and self-healing | • Experience in a production support environment | • 8+ years of overall IT experience | • 5 years of scripting/automation experience | • Excellent interpersonal skills to interact with customers, senior-level personnel and | team members | • Ability to work well both independently and in teams | • Ability to multi-task and to prioritize rapidly-changing task assignments | • Experience working in a fast-paced and deadline-oriented environment | • Excellent organization and communication skills, both written and verbal | • Bachelor's Degree from an accredited college or university in Computer Science, | Information Technology, or a related field. Equivalent experience considered in lieu | of degree | | Physical Requirements: | • Ability to sit for up to 80% of time | • Frequent use of computer, telephone, and office equipment (copier, fax, scanner)
The MAXIMUS Finance Rotational Program is a development program designed to develop high caliber individuals into future leaders who will make an impact within the company. Participants will gain an understanding of the broad scope of MAXIMUS through multiple financial rotations that may include Business Segment Financial Planning & Analysis (FP&A), Tax, Pricing, Accounting (General Ledger), Accounting Systems, or Corporate Finance. | •Prepares account reconciliations and various analyses supporting month end/quarter end financials | •Prepares timely and accurate financial reports supporting operational finance | •Ensures contract compliance on all activities | •Assists with SEC reporting and internal audit | •Build and maintain working relationships with operating and other finance groups and provide them with subject matter expertise assistance | •Assist with special projects as required | •Assist the Assistant Controller with coordination of information flow with both internal and external auditors | •Performs other duties as may be assigned by management | Qualifications: | •Must be actively pursuing a Bachelor’s degree in Accounting or Finance | •Ability to work in a fast-paced, deadline driven environment delivering results and quality services | •Demonstrated experience to execute multiple tasks simultaneously working in a team or independently | •Excellent organizational, interpersonal, written, and verbal communication skills
MAJOR PURPOSE | | Under the direction of the Call Center Director, the business analyst is responsible for streamlining ongoing activities and assuming the lead role in the assessment, planning, coordination, and implementation of defined projects that support service, productivity, and infrastructure improvements. The business analyst performs duties including, but not limited to, project planning and implementation, proposal writing and analysis, and follow-up with key stakeholders (within the project and throughout EOHHS). | | ESSENTIAL JOB DUTIES | | Project Management: | | •Manage multiple contact center-focused projects simultaneously. Tasks include developing work plans, managing timelines and project participants, and status reporting of all projects. | •Independently and in collaboration with the contact center management team, identify project opportunities that contribute to service, productivity, and infrastructure improvements. | •Represent the contact center on cross-functional initiatives and delegate tasks and activities, as appropriate, to others within the contact center. | •Depending on the scope and complexity of projects, develop project charters, opportunity assessments, and project plans. | | Operations and Workflow Management: | | •Design and execute a methodology to comprehensively review all workflows, work instructions, and policies & procedures within the contact center. | •As needed, update and/or create workflows, work instructions, and policies & procedures so all contact center activities are accurately and fully documented. | •Working with the contact center management team, identify opportunities for streamlining and improving work processes, and implement changes and improvements according to defined and agreed upon timelines. | •Coordinate with Knowledge Center and other functional areas across the project to communicate all changes. | | Communication: | | •Support the team meeting process by soliciting topics, creating agendas and presentation materials, and as needed, participating in the delivery of content to front-line staff. | •Establish process for capturing team meeting feedback and communicating it to all “need to know” parties (KC, supervisors, CSRs, etc). | •Design and implement continual improvements to team meeting and team huddle formats to improve information capture and retention. | •Write proposals, white papers, and other documentation to support contact center improvement activities and projects. | | Systems and Technology Support: | | •Serve as liaison to Information Technology department for all staff moves. Develop and maintain spreadsheets with all required information and coordinate moves with contact center managers, supervisors, and IT. | •Assume lead call center role on all IVR-related activities, including short- and long-term improvement initiatives. | •Coordinate with IT on all EHS security needs including HIX, myWorkSpace, and other system access as needed and identified. | | Analytical Support: | | •Using a range of analytical tools, provide detailed analyses to support contact center improvement activities and projects. | •Working in collaboration with others, analyze call center performance data and recommend operational enhancements based on findings. | •Develop ad-hoc reports as needed to support the daily operations of the contact center. | | EDUCATION REQUIREMENTS | | The ideal candidate must have | •Bachelor's degree from an accredited college or university required. Four years of equivalent experience will be considered in lieu of degree | | REQUIRED KSAS | | •3+ years business experience | •Advanced knowledge of Microsoft Excel required | •Proficiency in Microsoft Word, Visio, Access, and other computer software applications required | •Demonstrated strong analytical/statistical skills | •Experience in report development and data collection and analysis required | •Strong written and verbal skills | | PHYSICAL REQUIREMENTS | | •Must be able to remain in a stationary position for an extended period of time
-The Project Director is responsible for the execution of the overall operation of the project, its performance to contract requirements, and MAXIMUS quality and performance. The Project Director shall report to the Vice President- Health and be responsible for the and execution of operational strategies and tactical plans to meet and exceed client expectations while ensuring compliance and optimizing Contact Center and Workforce Management performance. Position leads the design, implementation and continuous improvement of operating processes by leveraging technology, engaging a talented workforce and leading change initiatives to meet and exceed operation objectives. Position is accountable for site’s budget. | | Essential Job Duties: | •Establishes and maintains relationships with representatives of client agencies, stakeholders, and community organizations to promote and develop MAXIMUS services | •Represents MAXIMUS and the project in external meetings and forums | •Develops and maintains comprehensive knowledge of programs, MAXIMUS services, and project operations | •Oversees the development of proposals and pricing for amendments and new work | •Identifies new business opportunities | •Ensures project compliance with all applicable corporate, contract, state and federal requirements and regulations | •Provides executive management of the project's financial plan and forecast | •Develops performance goals and objectives for direct reports and monitors the achievement of those goals | •Other duties as may be assigned by corporate management | Job Requirements: | •Bachelor's degree from an accredited college or university required, masters preferred, or 4-6 years of equivalent work experience in lieu of a degree. | •At least five years of experience in a senior management position in a health or human services-related field | •Excellent organizational, written, and verbal communication skills | •Excellent people management skills | •Strong client management skills | •Computer literate and information systems aptitude | •Strong communicator. Advisory, persuasive abilities, coaching and mentoring | •Proven ability with operational processes and working with community groups
MAJOR PURPOSE | | The Customer Care Optimization Supervisor is responsible for providing front-line, first level supervision, leadership, and coaching to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements. | | JOB SUMMARY | | •Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed | •Evaluate employee key performance indicators to identify training and development opportunities | •Develop trainings, refreshers, and work schedules for direct reports in order to optimize efficiency. | •Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work including side-by-sides and live call monitoring. | •Perform One-on-One’s and performance management meetings with direct reports to discuss identified performance strengths and areas for improvement. Work closely with the Human Capital department on resolving problems when necessary | •Support and enforce contact center expectations | •Assist with escalated issues or cases as needed | •Assume leadership responsibility for departmental tasks and contact center activities as required | •Perform tasks to assure project and program service level requirements and goals are met | •Participate in meetings and recommend changes to policies and procedures | •Perform other duties as assigned by leadership | | EDUCATION REQUIRED | | •A Bachelor’s Degree from an accredited college or university required. Four years of equivalent experience will be considered in lieu of degree | | REQUIRED KSAS | | •4 years’ experience in a supervisor role, in a call center or customer service environment | •Ability to train and development direct reports from a work-from-home environment. | •Ability to manage a high level of confidentiality | •Proficient in Microsoft office suite | •Excellent organizational, written, and verbal communication skills