Establish goals a nd objectives that support overall strategies.
Plan, develop, a nd schedule priorities a nd standards for a chieving goals.
Plans, directs, supervises, monitors, a nd evaluates work performance of Senior Operations Managers, Contact Center Managers, Supervisors a nd their teams of Customer Service representatives (CSRs) in a ccordance to contracted a nd established metrics a nd/or monitoring standards.
Schedules a nd organizes management personnel to a ccommodate a nticipated workflow, including performance a ppraisals, mentoring, a nd professional/development guidance.
Review a nd a pproves management, productivity, a nd financial reports a nd studies.
Reviews result of special investigations, internal a udits, research studies, forecasts, a nd modeling exercises to provide direction a nd guidance.
Ensures that Contact Center complies with a ll a pplicable requirements of the contract, government regulations, a nd the terms a nd conditions of the contract.
Coordinates work a ctivities to operational requirements a nd/or program deliverables.
Recognizes a nd recommends operational improvements.
Conduct, a nalyze a nd resolve problems a nd challenges a ssociated with forecasting, staffing a nd training staff in multiple contact center locations.
Understands government regulations a nd statues a ssociated with the program a nd ensures processes a nd procedures a dhere to requirements.
Responsible for the day-to-day a pplication of organizational policies a nd procedures.
Handles complex or escalated issues. A nalyze economic a nd competitive trends a t contact center sites a nd determine their potential impact on the organization's business strategy a nd operations.
Support a nd a ssist VP-Program Manager to set a nd manage overall strategic a nd financial direction of the department.
Represent MAXIMUS a t business meetings, conferences, a nd other events.
Support a nd/or perform a dditional duties of the VP-Program Manager a s requested.
Other duties a s a ssigned.
Serves a s senior level director for a ll contact center staff in support of the government. Position provides direction, guidance, management a nd oversight of three contact centers in support of the government .
The Ideal Candidate will Possess the Following A dditional Education a nd Experience:
Bachelor’s degree from a n a ccredited university. Master’s Degree preferred. PMP preferred.
Five to ten years' experience in a multi-site contact center management position with responsibilities of up to 2000 people; a bility to manage large scale projects.
Strong communicator, management/leadership skills, organizational, planning a nd project management skills.
Public sector experience, program experience, proven manager of large, complex organizations preferred, but not required.
Skilled in Diversity Management, Personnel Development, Professional Relationships, Teamwork/Collaboration, Service A ssessment a nd Design, Service Operation, Business Operations a nd Project Management, Quality Management, Business Process A cumen, a nd Facilitation.
A bility to influence people a t a ll levels a nd impact key business decisions.
A bility to develop a nd maintain professional relationships.
Strong service orientation a nd client focus.
A bility to exhibit a high degree of energy a nd initiative a nd maintains a positive a nd enthusiastic a ttitude.
A bility to a dvise, persuade, coach a nd mentor.
MAXIMUS (NYSE: MMS) is a leading health a nd human services a dministrator for governments in the United States, United Kingdom, Canada a nd A ustralia. We deliver a dministrative solutions to improve the cost effectiveness, efficiency a nd quality of government-sponsored benefit programs a cross the globe. Operating under our founding mission of Helping Government Serve the People ®, we have more than 7,000 employees located in more than 220 offices worldwide. MAXIMUS is a n A ffirmative A ction a nd Equal Opportunity employer.
Education Required: Bachelors Degree from a n a ccredited college or university or equivalent experience
Education Preferred: Masters Degree
Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word a nd Excel)
Subject Matter Expertise/Experience Required: Four years of people or project management experience
Subject Matter Expertise/Experience Preferred: Four to eight years of people or project management experience
Personal/Soft Skills: Excellent organizational, interpersonal, verbal, a nd written communication skills, a bility to perform quantitative a nd qualitative a nalyses of existing business processes based on in-depth industry knowledge of organizational a nd or client objectives, a bility to influence senior level leaders regarding matters of significance, a bility to negotiate with internal a nd external customers to gain desired outcome, a bility to work under standards-based performance measures a nd a bility to successfully manage many complex tasks simultaneously.
Duties / Responsibilities:
1. Participates with senior management to establish strategic plans a nd objectives
2. Ensure budgets a nd or schedules meet corporate requirements
3. Develop strategies to facilitate operational efficiencies
4. Establishes operational objectives a nd work plans
5. Reviews objectives to determine success of operations
6. Develop, modify a nd execute policies
7. Oversee a ctivities of multiple sections/departments through subordinates
8. Manage external a nd internal customer relationships
9. Oversee a nd review of department/project initiatives
10. Ensures the confidentiality a nd security of a ll corporate information
11. Performs other duties a s may be a ssigned by management
MAXIMUS offers a comprehensive benefits package including:
Healthcare Insurance (medical, dental, vision)
Shot a nd Long Term Disability Insurance
Life/ A ccident Insurance
Flexible Spending A ccounts (FSA)
401(k) Retirement Plan with company match
Our benefit program a lso includes paid holidays, PTO, tuition reimbursement, a nd supplemental insurance (pet ins., a uto ins., legal plan, long-term care ins, a nd credit union).
MAXIMUS - 24 months ago
MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...