Call Center Manager

Description & Requirements

Are you a dynamic leader with a passion for operational excellence and delivering exceptional customer service? Maximus is seeking an experienced Call Center Manager to lead a fast-paced and mission-driven contact center that supports healthcare services.

This is a unique opportunity to make a meaningful impact by overseeing day-to-day call center operations, managing a team of dedicated professionals, and ensuring high-quality service delivery for a statewide provider network.

In this role, you will be responsible for driving performance, optimizing workflows, implementing strategic improvements, and ensuring compliance with all relevant standards.

The ideal candidate will bring strong leadership skills, a data-driven mindset, and a commitment to continuous improvement in a service-oriented environment.



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*This position is contingent based upon award of the contract

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Why Maximus?

- • Competitive Compensation - Quarterly bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.

Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- • Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short and Long Term Disability coverage.

- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- • Tuition Reimbursement - Invest in your ongoing education and development.

- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- • Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- • Professional Development Opportunities- Participate in training programs, workshops, and conferences.



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*This in an onsite position in our Baltimore, MD location

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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...