Manager - Contact Center (TRICARE, Temporary)

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...