Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met

-Provide action plans and timelines for performance improvement as needed

- Maintain updated knowledge of the call center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored

- Monitor performance goals and objectives for the call center staff and complete related reports

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed

- Responsible for identifying and resolving issues, problems, and concerns with employees

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary

- Provide direction to staff when complaints are escalated to management level

- Performs other duties as required by Project leadership

* Oversees daily operations of a government health care account to ensure contract requirements are met * Develop effective communication and relationship with client to ensure high customer satisfaction * Ensure accurate and meaningful operational reporting and status is provided to client and leadership on account performance * Develop action plans and timelines for performance improvement as needed * Identify and adopt changes to policies and establish procedures for process improvements as needed * Manage budget, meet fiscal requirements and address fiscal challenges * Manage and develop talent for current and future roles in organization
Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) or more years of people management experience.

* Minimum 8 years experience leading operational teams, preferably in healthcare and/or government healthcare industry * Minimum 5 years of people management experience * Minimum 5 years working in operations of Medicaid Management Information Systems (MMIS) or Medicaid Enterprise System (MES) account * Minimum 5 years experience in budget management of $5M annually or more
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. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.