Operations Manager/Deputy Project Manager

Description & Requirements

Maximus is looking to hire an Operations Manager/Deputy PM.

This position is remote and requires an active Public Trust security clearance.

Essential Duties and Responsibilities:

- Oversee the daily operations of a team to ensure performance metrics are met.

- Provide action plans and timelines for performance improvement as needed.

- Maintain updated knowledge of 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.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for staff and complete related reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership.

- Monitor compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

- 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.

- Performs other duties as required by Project leadership.

Job-Specific Essential Duties and Responsibilities:

- Oversee the daily operations of the TAC to ensure performance metrics are met

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels

- 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

- 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

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) or more years of people management experience.

Job-Specific Minimum Requirements:

- Due to contract requirements all candidates must be US citizens.

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