Limited Services Call Center Manager

Description & Requirements

Maximus is seeking an experienced Limited Service Call Center Manager at the Brownsville, TX location to oversee daily operations and ensure performance metrics are consistently met.

This role involves maintaining up-to-date knowledge of policies and procedures, evaluating training needs, and addressing quality issues, all while ensuring compliance with ISO standards and implementing process improvements.

The ideal candidate will provide leadership and direction to the call center team, ensuring high performance and effective problem resolution.

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.

This is a limited service position created to accommodate a specific business need.

This Limited-Service hire will be a Maximus employee who will receive full benefits, but for a limited period of time that does not have a defined end date.

There may be a possibility to become a regular full-time hire based on business need and individual performance.

This position requires work to be performed during the hours of 5 AM and 12 AM Central Time.

Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to ...