Manager Call Center
MAXIMUS - Providence, RI

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Serve a s point of contact for the Rhode Island Contact Center project a nd has overall responsibility for MAXIMUS functions.

Establish a nd maintain a productive relationship with the client a nd key stakeholders.

Ensure MAXIMUS is in compliance with a ll a pplicable requirements of the contracts, federal regulations, terms, conditions of the RFP, a nd proposal.

Oversee the QA/QC Manager, Training Manager, a nd Information Technology Manager of the Contact Center.

Serve a s the single point of contact for Disaster Recovery (DR) plans, related communications a nd execution of DR a ctivities for the Contact Center.

Cooperate with the contract monitors, calling upon corporate a nd project based resources to provide input a s necessary.

Oversee a ll customer service functions a nd staff on a daily basis.

Facilitate communication on project status to members of senior management, Corporate Executives, a nd the President of MAXIMUS Health Services Eastern Division

A ssist in the creation a s well a s implementation of innovative methodologies to continually streamline a nd improve project operations a nd outcomes.

A pprove project schedules, work plans, a nd deliverables.

The Ideal Candidate will Possess the Following A dditional Education, Experience, a nd A bilities:

Bachelor's degree from a n a ccredited college or university in public policy a dministration, public policy, public health, or related field

Master's Degree is preferred.

A minimum of five years of experience in managing call centers; performing, maintaining a ppropriate service levels, a nd quality to a ll users; customers; a nd stakeholders.

Progressively responsible management positions in a health, human services, insurance, or related field.

A minimum of seven years of experience in call center operations.

Demonstrated knowledge of the business a rchitecture, information a rchitecture, technical a rchitecture, standards, a nd guidance from the A ffordable Care A ct of 2010 ( A CA)

Experience in a n MMIS, CHIP, health insurance, or other government health service call center.

A t least six years of experience in managing similar projects of equal or greater scope

A bility to deal effectively with consumers

A bility to effectively motivate people a nd manage projects.

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 (strong Word a nd Excel skills)

Subject Matter Expertise/Experience Required: Prior people or project management experience

Subject Matter Expertise/Experience Preferred: More than 4 years 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, 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 bility to successfully execute many complex tasks simultaneously, a nd a bility to work a s a team member, a s well a s independently.

Duties / Responsibilities:
1. Lead cooperative effort a mong members of a team

2. Provides ongoing supervision to a ssigned staff

3. Responsible for identifying a nd resolving issues, problems a nd concerns

4. Receives a ssignments in the form of objectives a nd determines how to use resources to meet schedules a nd goals

5. Recommends changes to policies a nd establishes procedures

6. Interacts with different levels of external a nd internal customers

7. Completes daily a nd weekly reports

8. Ensures the confidentiality a nd security of a ll corporate information

9. 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).

Relocation offered where applicable

MAXIMUS - 23 months ago - save job
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MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...