Call Center Business Operations Director

Essential Duties and Responsibilities:

- Responsible for developing an effective Business Process team who will manage the analysis and implementation of sustainable business solutions.

- Provide recommendations for the use of technologies in the organization's various departments and projects.

- Oversee the development of business analytics to identify and drive opportunities.

- Support proposal activity for new business processes as needed.

- Oversee timely and accurate reporting of operational metrics.

- Provide leadership to multiple Business Process and Analyst teams and functions .

- Oversee the business continuity function in disaster recovery planning,
- Oversee all analyst activities, including the Quality Assurance testing function

- Ensure that business rules and processes established by the Contractor are identified, documented and approved by DHS before and after system go-live.

- Oversee CSC development and expansion activities, including, but not limited to, interviews with DHS divisions.

- Recommend improvements to business processes to ensure that the CSC enables cost savings and improved functionality to DHS through process improvement.

- Oversee and consult on change management practices with the Contractor and with DHS staff.

- Lead the development of the Interview Plan and Transfer of Operations Plan, as well as ongoing maintenance of stakeholder relationships to ensure the CSC expansion vision is executed.

Minimum Requirements

- Bachelor's degree in related field.
- 10-12 years of relevant professional experience.

- Equivalent combination of education and experience considered in lieu of degree.

- Must possess a minimum of five (5) years of leadership experience in an organization that provides adult learning, workforce development, career training, employment placement or other related employment services targeting priority populations.

- Experience in communication, strategic planning, problem solving, and financial management.

- Must possess strong organizational and business management skills.

- Experience in change management.

- Human services experience.

- Experience in Salesforce, Genesys and/or other similar platforms.

- Must be willing and able to work onsite in Little Rock, AR.

Preferred Requirements

- Medicaid experience.

- PMP certification.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus's total compensa...