Call Center Operations Manager

Description & Requirements

Maximus is currently hiring for a Call Center Operations Manager to support our Maryland Health Information Exchange (MD HIX) team.

This is a remote position.

The Caller Center Operations Manager directly oversees call center personnel to ensure positive morale and effective daily operations.

Essential Duties and Responsibilities:

- Ensure project compliance with all operational requirements of the contract as well as corporate policies.

- Manage Customer Service and Outreach Programs.

- Manage all project tasks to ensure cost-effective operations.

- Supervise subcontractors that provide services to programs.

- Oversee audits of operations.

- Produce monthly client and ad hoc reporting as needed.

- Collaborate with other Managers to ensure effective coordination of activities.

- Develop and implement operational policies and procedures in collaboration with other key stakeholders.

- Establish and maintain effective relationships with key stakeholders.

- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency.

- Collaborate with other functional areas to ensure compliance.

- Monitor performance against key indicators established internally or by the client(s).

- Generate solutions to issues or complex problems.

- Develop performance goals and objectives for staff and monitor achievement of those goals.

- Perform other duties as assigned.

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.

- Call Center leadership experience required.
- Advanced data analytics and report generation experience required.
- Must be willing and able to travel up to 25% of the time.
- Experience with root cause analysis preferred.
- Residency in the Washington, DC metro area (DMV) preferred.

Home Office Requirements

- Remote workers required internet speed policy: minimum download speed is 25 Mbps and 5 Mbps upload; Shared connection requirement is 50 Mbps download and 5 Mbps upload.

Test your internet speed at www.speedtest.net.

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 continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families.

If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most importan...