Call Center Director (Remote - Florida)

Description & Requirements

Maximus is currently hiring for a Call Center Director to support our Florida Healthy Kids team.

This is a remote opportunity open to Florida residents.

The Call Center Director is responsible for leading multi-channel contact center operations, driving performance, and ensuring seamless client communication.

This role will oversee workforce management, financial accountability, and help implement new communication channels.

At Maximus we offer a wide range of benefits to include:

- Work/Life Balance Support - Flexibility tailored to your needs

- Competitive Compensation - 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 extended 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

Essential Duties and Responsibilities:
- Maintain an understanding of the Contact Center processes and policies including the Individual and Small Business Marketplace policies.
- Manage Contact Center Sr.

Managers, Managers, Supervisors, and Contact Center Staff.
- Ensure compliance with all applicable requirements of the contract, state, and federal regulations, and the terms and conditions of the RFP and proposal as related to Contact Center and enrollment functions.
- Collaborate with various departments to ensure open communication, cooperation, and timely issue resolution.
- Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.
- Provide final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.
- Develop performance goals and objectives for the Contact Center and monitor the achievement of those goals.
- Coach team, set expectations, conduct performance appraisals and provide career development, corrective action and recognition for assigned staff.
- Analyze weekly/monthly/quarterly statistics.

Minimum Requir...