Provide supervision, development, a nd coaching of CSRs to a ssure productivity, quality, a ttendance, a nd timeliness of work in the completion of a ssigned projects a nd departmental goals.
Perform tasks to a ssure project a nd program service level requirements a nd a dherence goals a re met.
A ssume leadership responsibility for department tasks a nd contact center a ctivities a s required.
Participate in interview process a nd recommend hiring contact center staff.
A ttend calibration sessions for the purpose of keeping current on quality changes.
Facilitate a nd deliver training a s required under department guidelines
Support a nd enforce contact center expectations a s well a s departmental a nd corporate policies a nd procedures.
Log into CSR Queues a s required during high contact volume a nd/or a ll hands status.
Communicate pertinent program updates in a timely manner.
Evaluate employee performance a nd identify training needs a nd development opportunities. Provide coaching a nd guidance to CSR’s, including performance reviews a nd a ppraisals.
Maintain department records a nd manage requirement reporting needs.
Maintain schedule flexibility due to business needs; a nticipate a ssigned shift change a t a ny time.
Knowledge of contact center performance scorecard management processes preferred.
A ct a s a central Point of Contact a s required.
Perform other duties a s may be a ssigned by management.
Supervises the a ctivities of a large contact center. Provide front-line, first-level supervision a nd leadership to contact center customer service representatives (CSR) with the goal of meeting program objectives a nd customer service level a greements in support of the government.
The Ideal Candidate will Possess the Following A dditional Education a nd Experience :
A ssociate’s degree from a n a ccredited college or university or three years equivalent experience. Bachelor’s degree preferred.
Minimum six month’s supervisor or leadership experience required, preferably in a contact center or customer service environment.
Bilingual proficiency highly preferred.
Minimum two years customer service, leadership a nd team interaction skills required.
Experience working with culturally a nd linguistically diverse a nd disadvantaged populations in a courteous a nd effective manner.
Excellent organizational, interpersonal, written, a nd verbal communication skills.
A bility to make independent decisions a nd proactively problem solve a s required.
Highly organized with strong leadership a nd time management skills.
Must have PC skills (Microsoft Office) with a n emphasis on Excel.
Basic math skills required.
A bility to interact with a ll levels of management.
Strong a nalytical a nd organizational skills.
Work a s a team member, foster a positive team environment, a nd manage change effectively.
A bility to multi-task a nd work within a deadline-oriented environment.
Work off-shift a s required; a nticipate flexibility in schedule.
Occasional travel may be required for training or implementation of a dditional contact center sites.
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: A ssociates degree or equivalent experience
Education Preferred: Bachelors 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 Required: Two years of supervisory or related experience
Subject Matter Expertise/Experience Preferred: Two to five years of supervisory experience in related a rea
Personal/Soft Skills: Excellent organizational, interpersonal, verbal, a nd written communication skills, a bility to perform comfortably in a fast-paced, deadline oriented work environment, a bility to successfully execute many complex tasks simultaneously, a ttention to detail, a nd a bility to work a s a team member, a s well a s independently.
1. Assists the management with department/project objectives
2. Provides ongoing supervision to a ssigned staff
3. Responsible for reporting issues, problems a nd concerns to management.
4. Completes daily a nd weekly reports
5. Helps in the training of new staff
6. A ssists the Manager in preparing presentation schedules a nd staff development plans
7. Compiles a nd a nalyzes weekly statistics
8. Performs 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 (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...