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 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 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, state a nd federal regulations, a nd the terms a nd conditions of the contract.
Review goals a nd objectives, guidelines, procedures, rules, a nd regulations a nd monitors compliance.
Oversee Quality Control a nd implement a ny necessary corrective a ctions to ensure consistent a pplication of a ll laws, regulations, policies, a nd procedures.
Make personnel decisions: hiring, performance, termination, development a nd so forth.
Balance efficiency, quality a nd customer service within the contact center to meet or exceed company, program, project, a nd a gency a nd contract expectations.
Schedules a nd organizes personnel to a ccommodate a nticipated workflow.
Coordinates work a ctivities to operational requirements a nd/or program deliverables. A nalyze a nd/or utilize performance data to identify best practices, opportunities for improvement in processes, performance gaps, a nd training needs.
Recognizes a nd recommends operational improvements.
Understands federal, state, a nd local 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.
Provides training to other leadership members in train-the-trainer function.
May compile, a nalyze, a nd/or utilize performance data to identify best practices, opportunities for improvement in processes, performance gaps, a nd training needs.
Perform other duties a s a ssigned by management.
Position provides direction, guidance, management a nd oversight of a contact center in support of the government. Plans, directs, supervises, monitors, a nd evaluates work performance of contact center managers, supervisors a nd their teams of customer service representatives in a ccordance to established metrics a nd/or monitoring standards.
The Ideal Candidate will Possess the Following Education a nd Experience:
Bachelor’s degree from a ccredited university. Master’s Degree preferred. PMP preferred.
Five to eight years' experience in a management position leading 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.
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.
Bilingual proficiency highly preferred.
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 Preferred: Bachelor’s Degree from a n a ccredited college or university
Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word a nd Excel)
Subject Matter Expertise/Experience Preferred: Three to five years of experience in related a rea
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 knowledge of organizational a nd or client objectives, a bility to coach, develop a nd mentor team members, a bility to perform comfortably in a fast-paced, deadline oriented work environment, a bility to work under standards-based performance measures a nd a bility to successfully execute many complex tasks simultaneously.
Duties / Responsibilities:
1. Establish operational objectives a nd work plans
2. Review objectives to determine success of operations
3. May develop, recommend changes, modify a nd execute policies a nd procedures
4. May oversee a ctivities of multiple sections/departments through subordinates
5. Responsible for identifying a nd resolving issues, problems a nd concerns by leading cooperative effort of team
6. Interact with different levels of external a nd internal customers
7. A nalytical oversight a nd review of department/project initiatives
8. Ensure the confidentiality a nd security of a ll corporate information
9. Perform other duties a s may be a ssigned by management
MAXIMUS offers a comprehensive benefits package including:
Healthcare Insurance (medical, dental, vision)
Short 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 ( a uto a nd pet insurance discounts, legal plan, a nd credit union).
MAXIMUS - 2 years ago
MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...