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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Spokane, US-WA
Salary / Rate: 91000
Posted: 2024-10-24 08:29:33
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Morgantown, US-WV
Salary / Rate: 91000
Posted: 2024-10-24 08:29:33
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Rock Springs, US-WY
Salary / Rate: 91000
Posted: 2024-10-24 08:29:32
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Eau Claire, US-WI
Salary / Rate: 91000
Posted: 2024-10-24 08:29:32
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Seattle, US-WA
Salary / Rate: 91000
Posted: 2024-10-24 08:29:31
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Pharmacy Service Associate
Contribute to our mission to improve Health and Wellness in your community.
Become a Rite Aid Pharmacy Service Associate, today!
As a Pharmacy Service Associate, you assist the Pharmacy Technician, Pharmacist, and Pharmacy Manager with serving customers and maintaining the Pharmacy department.
Your purpose is to provide excellent customer service to customers within the Pharmacy department.
Why you will THRIVE here:
You love to help people.
You have an innate need to find answers where they aren't obvious.
You have a way of making people feel comfortable.
You enjoy an organized environment.
You always remember details.
Your email and phone etiquette are top-notch.
Day-in-the-Life of a Pharmacy Service Associate:
* Enter sales into the cash register, process payments, and bag prescriptions.
* Manage the pharmacy will-call area, including placing and retrieving prescriptions for customers.
* Pull aged will-calls that are listed on your daily report.
* Take prescription information from customers.
* Answer the telephone in the Pharmacy department.
* Assist customers in the over-the-counter medication area of the retail store.
* Perform routine inventory control tasks and checks on quantities, quality, and availability against records.
* Follow a range of mandatory procedures and methods of work (including the use of personal protection equipment where relevant) to safeguard the environment and the wellbeing of yourself and others.
* Organize your work schedule to get the job done, coordinating with support services, and assigning short-term tasks to others if necessary.
* Cross-train to assist in other departments as needed.
Qualifications:
Must be at least 18 years old.
What's in it for you?
In an effort to improve and sustain the health and wellness of our employees, we offer competitive health plans, generous paid time off, 401K matching, and career growth opportunities! From the moment you join our team, we provide an environment that inspires and motivates you to work here and reach your full potential.
We support personal growth and celebrate achievements.
We dedicate ourselves to creating an experience for all our associates that is easy, exciting, and engaging.
Apply to become a Rite Aid Pharmacy Service Associate and thrive with us today!
JR042309
The typical starting pay range for this position is between $16 - $24.15 per hour, although wages can vary based on experience and geography.
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Type: Permanent Location: San Mateo, US-CA
Salary / Rate: Not Specified
Posted: 2024-10-24 08:29:30
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Richmond, US-VA
Salary / Rate: 91000
Posted: 2024-10-24 08:29:30
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Roanoke, US-VA
Salary / Rate: 91000
Posted: 2024-10-24 08:29:29
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Burlington, US-VT
Salary / Rate: 91000
Posted: 2024-10-24 08:29:28
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Tysons, US-VA
Salary / Rate: 91000
Posted: 2024-10-24 08:29:28
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Bennington, US-VT
Salary / Rate: 91000
Posted: 2024-10-24 08:29:27
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: St. George, US-UT
Salary / Rate: 91000
Posted: 2024-10-24 08:29:26
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Salt Lake City, US-UT
Salary / Rate: 91000
Posted: 2024-10-24 08:29:26
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Memphis, US-TN
Salary / Rate: 91000
Posted: 2024-10-24 08:29:25
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: San Antonio, US-TX
Salary / Rate: 91000
Posted: 2024-10-24 08:29:25
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Lubbock, US-TX
Salary / Rate: 91000
Posted: 2024-10-24 08:29:24
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Rapid City, US-SD
Salary / Rate: 91000
Posted: 2024-10-24 08:29:23
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Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Houston, US-TX
Salary / Rate: 91000
Posted: 2024-10-24 08:29:23
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Dallas, US-TX
Salary / Rate: 91000
Posted: 2024-10-24 08:29:22
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Sioux Falls, US-SD
Salary / Rate: 91000
Posted: 2024-10-24 08:29:21
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Nashville, US-TN
Salary / Rate: 91000
Posted: 2024-10-24 08:29:21
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Charleston, US-SC
Salary / Rate: 91000
Posted: 2024-10-24 08:29:20
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Eugene, US-OR
Salary / Rate: 91000
Posted: 2024-10-24 08:29:19
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Columbia, US-SC
Salary / Rate: 91000
Posted: 2024-10-24 08:29:19
-
Description & Requirements
Maximus is looking for a remote Contact Center Manager.
The Contact Center Manager will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.
Reporting to the Operations Director, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.
Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Maintain updated knowledge of the contact center performance requirements and program policies and procedures
- Provide guidance and updates to staff regarding these policies and procedures
- Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
- Participate in contact center staff hiring process
- Monitor and...
....Read more...
Type: Permanent Location: Newport, US-RI
Salary / Rate: 91000
Posted: 2024-10-24 08:29:18
