Job Summary

Company: Maximus
Location: Boston, MA
Industries: Government and Military
Job Type: Full Time; Employee
Career Level: Manager (Manager/Supervisor of Staff)
Salary: Compensation contingent upon qualifications & experience.
Job Reference Code: 05111 23-0050

Manager Call Center (05111)

About the Job

MAXIMUS (NYSE: MMS), is one of America's leading government services companies devoted to providing consulting, health and human services program management, and information technology services. Since its founding in 1975, MAXIMUS has grown to more than 5,200 employees located in more than 280 offices in the United States, Canada, and Australia. On a number of occasions, MAXIMUS has been selected by Forbes Magazine as one of the Best 200 Small Companies in America, and by Business Week Magazine as one of the 100 Best Hot Growth Small Companies. Additionally, MAXIMUS is included in the Russell 2000 Index and the S&P SmallCap 600 Index.

Education Preferred: Bachelor’s Degree from an accredited college or university

Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word and Excel)

Subject Matter Expertise/Experience Preferred: Three to five years of experience in related area

Personal/Soft Skills: Excellent organizational, interpersonal, verbal, and written communication skills, ability to perform quantitative and qualitative analyses of existing business processes, ability to coach, develop and mentor team members, ability to perform comfortably in a fast-paced, deadline oriented work environment, ability to work under standards-based performance measures, ability to successfully execute many complex tasks simultaneously, and ability to work as a team member, as well as independently.

Duties / Responsibilities:
1. Lead cooperative effort among members of a team
2. Provide ongoing supervision to assigned staff
3. Responsible for identifying and resolving issues, problems and concerns
4. Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
5. Recommend changes to policies and establishe procedures
6. Interact with different levels of external and internal customers
7. Complete daily and weekly reports
8. Ensure the confidentiality and security of all corporate information
9. Perform other duties as may be assigned by management

MAXIMUS offers a comprehensive benefits package including:

Healthcare Insurance (medical, dental, vision)
Short and Long Term Disability Insurance
Life/Accident Insurance
Flexible Spending Accounts (FSA)
401(k) Retirement Plan with company match

Our benefit program also includes paid holidays, vacation and sick leave, tuition reimbursement, and supplemental insurance (pet ins., auto ins., legal plan, long-term care ins, and credit union).

Additional Duties/Responsibilities:

Ensure production standards are met for inbound and outbound call handling and that all other work activities assigned are completed timely and accurately
Ensure center meets or exceeds contractual quality standards, including during peak call volume, break and lunch times
Work closely with the Training and Quality Assurance departments to identify and develop new hire, ongoing and ad hoc training modules to ensure excellent call quality results in the Contact Center
Identify escalated call issues that impact the case processing and advises Supervisors and/or CSRs on procedures to resolve issues
Assist Supervisors with scheduling team/unit CSRs to ensure appropriate phone coverage
Actively participates in bi weekly management meetings, updating staff on current initiatives and issues
Prepare and/or reviews a variety of reports related to team/unit operations and administrative record keeping, including: Attendance Rosters, Bonus Evaluations, Performance Reviews, Timesheets, Corrective Actions, and System reports
Monitor CSR calls to ensure quality and accuracy of the information provided
Work with counterpart Managers and Director to creatively strategize to increase productivity, reduce CSR attrition
Broadcast program information to enhance the knowledge of Service Center staff.

Additional Education/Experience:

Supervisory experience in Customer Service Representative in the health care industry. Strong problem-solving and analytical skills; demonstrated managerial, mentoring and leadership skills. Experience working with culturally and linguistically diverse, and disadvantaged populations

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