Maximus Jobs (2)

Job Description Summary

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

For active Maximus employees currently working on the CCO project and in good standing, this role is eligible for relocation assistance per the Maximus Relocation Assistance Policy

Job Summary

Essential Duties and Responsibilities :

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Support and enforce contact center expectations
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
• Perform other duties as assigned by leadership

Minimum Requirements :

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
• Minimum of two (2) years of experience in a call center environment required
• Ability to manage a high level of confidentiality
• Proficient in Microsoft office suite
• 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
• 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

Education and Experience Requirements

The 6 month time in position rule can be waived for CCO employees under the following circumstances : employees who were in an acting role and have returned to their home base position, employees who are currently in an acting / limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment.

Job Description Summary

The Quality Improvement Sr. Coordinator will partner with operations to coach individuals and small teams on quality score improvements.

Essential Duties and Responsibilities :

• Responsible for assisting with development of job aides, completed quality audits, and delivering training.
• Audit functional areas and provides recommendations for improving systems, processes, and procedures.
• Deliver coaching to existing staff on current processes and on process improvements and system changes. - Participate in sessions to plan trainings and to assess calibration techniques used to evaluate trainings.
• Assist in writing material for new training programs; reviews, evaluates, and modifies existing and proposed programs.
• Provide Team Lead with feedback regarding QA / QI processes, tools, and systems.

Minimum Requirements :

High school diploma or equivalent with 4+ years or AA with 2+ years of related call center quality improvement coaching experience.

Job Summary

Essential Duties and Responsibilities :

• Responsible for assisting with development of training materials, completed quality audits, and delivering training.
• Audit functional areas and provides recommendations for improving systems, processes, and procedures.
• Deliver training to existing staff on current processes and on process improvements and system changes.
• Participate in sessions to plan trainings and to assess calibration techniques used to evaluate trainings.
• Assist in writing material for new training programs; reviews, evaluates, and modifies existing and proposed programs.
• Provide Supervisor with feedback regarding QA processes, tools, and systems.

Minimum Requirements :

• High school diploma or equivalent with 4+ years of experience, or AA with 2+ years of experience.