Call Center Manager

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 levels.

- Monitor call center compliance with ISO standards as applicable.

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

- 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.

- Managing daily performance against SLAs and KPIs across all customer contact channels.

- Coordinating staffing and workload distribution to support efficiency and service level targets.

- Partnering with Quality Assurance and Training teams to address quality issues, support targeted coaching and ensure consistent customer experience.

- Identify training needs and collaborating with Training teams to ensure staff maintain current knowledge of policies, procedures, and programs.

- Monitor operational trends, identify risks or bottlenecks, and escalating items as needed.

- Supporting implementation of process improvements, automation, and policy-driven changes.

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.

- Experience managing call center operations in a Medicaid, eligibility, or government services environment.
- Demonstrated experience managing performance metrics, SLAs, and quality programs.

- Experience overseeing or coordinating omnichannel customer service operations.

- Strong people leadership, coaching, and escalation management skills.

- Familiarity with compliance-drive environments and continuous improvement practices.

- Must be willing and able to work onsite in Topeka, KS.

- Must be willing and able to accept an offer that is contingent upon award.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, co...