Description

Maximus is currently hiring for an onsite Call Center Manager position in the Greater St Louis, MO area. The Call Center Manager will be responsible for overseeing daily operations and ensuring that project Service Level Agreements (SLAs) are consistently met. The project will involve managing a multichannel, multiprogram contact center that supports multiple clients throughout the state of Missouri.

*This position is contingent upon contract award.*

Why Maximus?

• Competitive Compensation - Quarterly bonuses based on performance included
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching
• Paid Time Off Package - Enjoy UTO, Holidays, and sick leave, along with Short and Long Term Disability coverage
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP)
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions
• Tuition Reimbursement - Invest in your ongoing education and development
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs
• Professional Development Opportunities- Participate in training programs, workshops, and conferences

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

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
• Must be willing and able to work onsite in greater St. Louis, MO
• Experience with a large-scale telephony system
• Experience in call center operations
• Experience working with Customer Relationship Management (CRM) systems, including tracking customer interactions, managing case information, and maintaining accurate records
• Experience supporting Medicaid enrollment processes, including assisting applicants, verifying eligibility information, and navigating Medicaid policies or systems
• Minimum two (2) years of call center management experience or five (5) years in any management role