Responsibility over the CRM a nd Knowledge Management solutions.
Overall responsibility for information systems operation under the contact center project.
Oversee the technical operation of the contact center a nd supervise technical specialists who supports the contact center's telecommunication a nd systems functions.
Work with the client to ensure that protocols a re in place to a dequately protect information a ssets a nd collaborate on compliance with established policies a nd procedures.
Coordinate with the systems integrator on a ll technical a spects of contact center operations.
Manage a ll information a nd telecommunications systems staff, hardware, a nd software.
Coordinate emergency help desk responsibilities.
Manage disaster recovery planning a nd maintenance.
Ensure compliance with telephone a nd computer systems performance standards a s set forth in the contract.
Oversee equipment maintenance a greements a nd equipment servicing schedules.
Manage a ll desktop a nd mainframe software installations, maintenance, a nd licensing a greements a nd ensure they a dhere to project a nd corporate standards.
Oversee the establishment, maintenance, a nd security of user a ccounts on a ll systems.
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
Five to ten years of experience in systems project management
Three to five years of management experience
A bility to supervise telecommunications, Customer Relationship Management (CRM), a nd Interactive Voice Response (IVR) systems installation a nd maintenance.
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
Efforts by government agencies to maximize efficiency mean money for MAXIMUS. The company gets about two-thirds of its sales from its health...