Manager - Call Center

Maximus is looking for a Call Center Manager to support our Tricare program. This program provides virtual customer service in support of beneficiary, family member, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance. Overview Oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met. Reporting to the Project Manager (naming convention), this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters. Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management. 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.

• Maintain updated knowledge of the contact center performance requirements and program policies and procedures
• Provide guidance and updates to staff regarding these policies and procedures
• Collaborate with the program management team to ensure open communication, cooperation, and timely issue resolution
• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff/workforce management issues, and departmental performance levels
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the contact center
• Participate in contact center staff hiring process
• Monitor and evaluate navigator and other direct report performance, write performance appraisals, and provide corrective actions as needed
• Identify and resolve issues, problems, and concerns with employees, including providing direction to staff when complaints are escalated to management level
• Develop and recommend changes to policies, establish procedures, and assist in the implementation of process improvements as needed
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

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. Working Conditions

• Sitting/working on computer at remote location (90% of time)
• Occasional travel, as needed

Remote Work Requirements

• HIPPA compliant workspace
• Reliable high-speed internet

Education & Experience Required:

• Ability to obtain US Security Clearance
• Bachelor’s Degree or equivalent government or private-sector work experience
• 5-7 years of relevant work experience managing multiple contact centers in lieu of degree
• Experience in customer service, performance evaluation, and process improvement.
• Experience in large volume staff training and coaching
• Demonstrate knowledge of health contact center standards

Desired:

• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to build relationships at all levels
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
• Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools

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. Minimum Salary $90,000 Maximum Salary

$106,000 MAXIMUS