Supervisor - Call Center
Description & Requirements
Maximus is looking for a Supervisor to work in the Skip/Trace team
Essential Duties and Responsibilities:
- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and call center activities as required
- Support and enforce call center expectations
- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.
- Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.
- Maintain updated knowledge of all project programs.
- Provide staff mentoring and coaching on an ongoing basis.
- Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.
- Review and analyze call center reports and discover root causing issues.
- Attend supervisor meetings and conduct unit meetings.
- Follow up on customer complaints.
- Evaluate staff performance and conduct annual evaluations.
- Ensure compliance with all applicable requirements of the contract, state and federal regulations.
- Assist the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.
- Work with the Operations Manager to develop performance goals and objectives for all call center staff.
- Assist in the creation and implementation of innovat...
- Rate: Not Specified
- Location: Minneapolis, US-MN
- Type: Permanent
- Industry: Finance
- Recruiter: Maximus
- Contact: Not Specified
- Email: to view click here
- Reference: 19716_MN_Minneapolis
- Posted: 2024-03-28 07:22:16 -
- View all Jobs from Maximus
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