Call Center Manager

Maximus is currently hiring a Call Center Manager to support our Kentucky Health Benefits Exchange team.

The Call Center Manager will oversee contact center operations, drive employee performance, and ensure the delivery of high-quality customer service. This leadership role is responsible for workforce planning, performance management, operational reporting, and maintaining compliance with contractual and quality standards.

The successful candidate will have demonstrated experience in recruiting, training, coaching, and developing teams while fostering a culture of accountability, engagement, and continuous improvement.

This job is contingent upon contract award.

Why Maximus?

• Competitive Compensation - Annual 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.

• ️ Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave.

• 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.

'- 4+ years of experience in a management role.

Preferred Skills and Qualifications

• Bachelor's degree in a relevant field of study or equivalent contact center experience highly preferred.

• Graduate degree in a relevant field of study.

• Proven leadership and team management skills.

• Experience in recruitment, coaching, training, and performance improvement.

• Proficiency in Microsoft Office applications.

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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

$65,000

Maximum Salary

$75,000