Sr Call Center Manager - Veterans Evaluation Services

Job Introduction

Maximus is currently looking for a Sr Call Center Manager to join our team at our Houston, TX location. The Sr Call Center Manager oversees the daily operations of a contact center team to ensure performance metrics are met.

Job Summary

Essential Duties and Responsibilities:- Oversee the daily operations of a contact center team to ensure performance metrics are met.- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.- Provide assistance and 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 team in relation to reviews and corrections of calls monitored.- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.- Monitor contact center compliance with ISO standards.- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.- Monitor and evaluate performance, writes 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.Minimum Requirements:- Bachelor's degree or equivalent combination of education, technical training or work experience considered in lieu of degree.- Three (3) years of people management experience.- Seven (7) years of experience in the related field.

MAXIMUS Introduction

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.

EEO Statement

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 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 shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

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