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.

#LI-Onsite

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard...