Supervisor - Cust Comm (Aidvantage)

Description & Requirements

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

For more information, visit https://www.maximus.com.

Maximus is looking to add a Supervisor to join our team.

Among the many things you will be responsible for, you will be s upervising the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.

Essential Duties and Responsibilities: - 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.

- 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 in the creation and implementation of innovative methodologies to improve customer service and overall operations.

- Monitor performance including call quality and systems documentation.

- Assures the project is in compliance with established standards and procedures.

- Perform other duties as may be assigned by management.

Minimum Requirements: - Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

A Call/Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.

Job Duties:



* Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.


* Interview and recommend hiring and promotion of contact center staff, through partnering with 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 con...