The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to call center agent (CCA) with the goal of meeting program objectives and customer service level agreements. | | Essential Job Duties: | •Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed | •Lead team comprised of work from home and onsite staff | •Perform tasks to assure project and program service level requirements and goals are met | •Assume leadership responsibility for departmental tasks and contact center activities as required | •Participate in meetings and recommend changes to policies and procedures | •Support and enforce contact center expectations and company policies and procedures | •Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to Call Center Agents (CCAs) | •Assist with escalated issues or cases as needed | •Evaluate employee key performance indicators and identify training needs and development opportunities | •Develop work schedules and assign duties to direct report personnel to ensure efficiency | •Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems | •Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work | •Evaluate employees' job performance and recommend appropriate personnel action | •Participate in program special projects as required. | •Travel to contact center locations and customer sites may be required. | •Flexibility. Required to work holidays, weekends and /or weekends to meet training needs. | •Flexibility. Required to work a number of shifts, including 3rd shift that could change weekly to meet the needs of the training program. | •Perform other duties as assigned by leadership | | Education and Experience Requirements: | •Associates Degree or equivalent combination of education, technical training or work experience | •Minimum two (2) years of related experience | •Must be able to work from home and comply with remote working policies and requirements | •Bilingual English/Spanish a plus | •Strong leadership skills | •Experience in a quality assurance and training role, in a contact center environment | •Ability to conduct and manage project reviews and communicate process improvement recommendations | •Proficient in the use of Microsoft Office products | •Excellent organizational, written, and verbal communication skills | •Ability to perform comfortably in a fast-paced, deadline-oriented work environment | •Ability to work as a team member, as well as independently | Other Requirements: | •Must be able to work alternate schedules. Current hours of operation are from 7:00 am to 7:00 pm Monday to Sunday, but this is subject to change.
DESIRED QUALIFICATIONS: | | Education required: Bachelor’s degree in related field with at least twelve (12) years of relevant experience. An equivalent combination of education and experience may be substituted. | | Education preferred: Master's degree in related field preferred. | | Skills/Experience required: A minimum of twelve (12) years’ experience delivering solutions and consulting to government human services, health and/or workforce organizations. Seven (7) years’ direct experience managing and developing staff and/or directly managing projects. Ability to oversee multiple managers and their teams in performing their responsibilities. Three (3) years leading teams to deliver solutions to the Medicaid Provider marketplace. Must have documented experience with business analysis, Medicaid policy, and certification requirements (preferred). Significant experience with Medicaid Management Information Systems (MMIS) and Medicaid Provider Management Systems is a plus. | | Requires expert level Medicaid subject matter expertise, business acumen, industry knowledge, high energy level, and a strong customer presence. Industry connections, group membership, and leadership. Obtains and maintains industry standard certifications and knowledge. Strong organizational, interpersonal, written and verbal communication skills with experience in working with and communicating effectively and professionally to all segments of the population. Must have deep experience developing and writing solutions for proposals as well as designing the staffing and developing the budgetary components. Must be able to gain trust, command respect, and generate credibility for ideas in specific markets. Must be able to build strong relationships with senior clients and have a real ability to work in a collaborative fashion to provide advice and guidance that is considered and valued. Ability to identify opportunities and develop business as required. Skilled strategic thinker that understands the delivery side of a consulting organization. Experience in balancing tactical staffing issues with an appreciation for employee career development. Broad experience with a variety of project management systems including earned value and earned schedule analysis. Demonstrable past project successes including meeting project deadlines, delivering on or under budget, high client satisfaction, staff retention, and identification of revenue expansion opportunities. Experience working in a fast paced, deadline-specific atmosphere. Proficiency in Microsoft Office Software including Word, Excel, Visio, Project and other computer software applications required to perform duties of this position. | | Skills/Experience preferred: Project Management Institute (PMP) Certification is preferred. Six Sigma certification is preferred. | | POSITION SUMMARY: The Subject Matter Expert provides Medicaid Provider policy and process expertise to meet state and federal client requirements as well as anticipating future business direction. Directs and leads project business analysts while coordinating design activities and ensuring solutions meet the business need. | | The Subject Matter Expert stays up to date with changing CMS and state policies and procedures with responsibilities for business solutioning, writing and review of proposals, presentations, demonstrations and contributes to business line strategy. Excellent communication skills and ability to work directly with client leadership and policy experts to drive system direction, solutions, designs, and requirements are required. | | | JOB RESPONSIBILITIES: | •Design business solutions for Medicaid Provider system clients consistent with Federal CMS and state policies and requirements. | •Lead teams of analysts to collect and confirm requirements, lead design sessions, collaborate with clients to ensure goals of program are met. | •Provide oversight and management of business analysis team(s). | •Participate in business development efforts to support sales/captures teams; including proposals, presentations, and conferences. | •Participates in or leads sales presentations and proposal efforts in addition to completing ongoing project and account activities. | •Completes up-to-date business process documentation. | •Recognizes, develops, and promotes talent within project(s) or the larger organization. | •Responsible for the completion of staff development plans and periodic reviews. | •Regular and predictable attendance required. | •Other duties as assigned.
JOB SUMMARY: The Sr. Manager will serve as a Project Manager for implementation contracts for large-scale systems. The Project Manager will interface with the IT resources, management teams and other business partners on a regular basis to maintain good client relations and resolve any issues. In addition, the Project Manager will be responsible for meeting cost, schedule and quality requirements for projects and will oversee all contract administrative functions including policy, budget and financial controls. | | JOB RESPONSIBILITIES: | •Serves as the MAXIMUS primary day-to-day contact with the client | •Directs project management and contract activities | •Helps to ensure stakeholders are effectively engaged and all project deliverables are completed within budget, scope, and schedule | •Contributes to or authors project deliverables | •Manages all staff assigned to responsible projects and assigns and directs their activities | •Directs activities of subcontractors assigned to the projects he/she manages | •Verifies that the MAXIMUS Project Team fulfills its duties and responsibilities under the contract | •Handles management, oversight, and reporting duties and works closely with clients when issues arise | •Closely manages scope and oversees submission of appropriate change requests | •Tracks performance against the Project Work Plan and/or Project Quality Management Plan | •Keeps the client point of contact informed of all interactions between MAXIMUS staff and client staff, and escalates issues to the client and the MAXIMUS Project Director, as required | •Reviews all project deliverables and, when necessary, escalates critical issues | •Ensures the project is in compliance with MAXIMUS standards and procedures | •Ensures that all appropriate costs are included in quarterly forecasts | •Participates with executive management to establish strategic plans, objectives, initiatives, and work plans, as well as engaging in rebid and other business development initiatives | •Performs other duties as assigned by leadership | | EDUCATION AND EXPERIENCE REQUIREMENTS: | | •Bachelor’s degree from an accredited college or university | •Expert knowledge of project management methods (including PMBOK) | •Project Management Professional Certificate from the Project Management Institute (PMI) | •Minimum of 5 years of project management experience with large scale design, development, and implementation projects (> $40MM). | •Minimum of 10 years of project management experience managing projects of any size with federal or state government projects, preferably Medicaid | •Experience with Agile methodology and practice (2+ years of experience is preferred) | •Strong interpersonal and team building skills, as well as an understanding of client relationship building is essential | •Excellent verbal and writing skills and be comfortable working with customers | •Excellent organizational, written, and verbal communication skills | •Proven ability to develop and manage budget and financial forecasts, and meet and exceed goals | •Proficiency in Microsoft programs such as Word, Excel, PowerPoint and Project | •Ability to perform comfortably in a fast paced, deadline-oriented work environment | •Ability to execute many complex tasks simultaneously, and work as a team member as well as independently | •Must have the flexibility to travel to support other projects or activities, if needed | •Open to relocation
Job 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 Training Specialist develops, carries out, and evaluates training programs for employees and clients. The Training Specialist instructs employees in new technology, management, reporting systems, and safety; must analyze organizational development issues, discover where training would be most useful, and design effective strategies. | | Job Duties: | | •Create and develop training curriculum and training materials based on proven adult learning techniques including ADDIE, Rapid Course Development, and Adult Learning Theory | •Create and develop training scenarios and updates comprehensive training environment data resources to ensure that systems training mimics the production environment systems tools used by employees on a daily basis | •Work extensively with business partners and SMEs to perform needs analysis, develop learning objectives and design deliverables that meet learner and stakeholder needs and organizational quality standards develop qualitative and quantitative assessment tools to measure learner requirements, competencies, and organizational quality standards | •Teach instructional programs in accordance with training or other course requirements and organize materials to be presented | •Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrate results into new and existing course curriculum | •Review, evaluate, and modify existing and proposed curriculums and recommend changes to policies and procedures as applicable | •Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence | •Responsible for adhering to established safety standards | •Must be able to remain in a stationary position for an extended period of time | •Able to occasionally lift, carry, or otherwise move items weighing up to 25 pounds | •Work is constantly performed in an office environment | •Perform other duties as assigned by management | | Education and Requirements: | | •Bachelor’s degree in Education, Communication, English or related field from an accredited college or university or equivalent experience is required | •3-5 or more years of professional/related experience | •Knowledge of standard training procedures and adult learning principles | •Excellent organizational, interpersonal, verbal, and written communication skills | •Ability to perform comfortably in a fast-paced, deadline-oriented work environment | •Ability to successfully execute many complex tasks simultaneously | •Ability to work as a team member, as well as independently | •Ability to perform all job duties in compliance with Person First standards, HIPAA guidelines and company confidentiality policies | •Proficient in Microsoft Office (Word, PowerPoint, and Excel) | •Intermediate skill with Microsoft Publisher and Visio | •Experience in completing monitoring reports and providing feedback to staff and/or management as appropriate | •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