Call Center Manager (Greater St Louis, MO)

Position Overview Maximus is currently hiring for an Onsite Call Center Manager position in the Greater St. Louis, MO area. The Call Center Manager will oversee daily operations and ensure that project Service Level Agreements (SLAs) are consistently met. This role involves managing a multichannel, multiprogram contact center that supports multiple clients throughout Missouri. This position is contingent upon contract award. 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. Qualifications Bachelor's degree in a relevant field of study and 5+ years of relevant professional experience required, or an equivalent combination of education and experience. Must be willing and able to work onsite in the Greater St. Louis, MO area. 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. Benefits Competitive Compensation with quarterly bonuses based on performance. Comprehensive Insurance Coverage: Medical, Dental, Vision, Prescription, partially funded HSA, Life insurance, and discounts on Auto, Home, Renter's, and Pet insurance. Future Planning: 401(k) Retirement Savings plan with company matching. Paid Time Off Package: Unpaid Time Off, Holidays, sick leave, and short and long term disability coverage. Holistic Wellness Support: Resources for physical, emotional, and financial wellness through the Employee Assistance Program. Recognition Platform: Acknowledge outstanding employee contributions. Tuition Reimbursement and Professional Development Opportunities: Training programs, workshops, and conferences. Employee Perks and Discounts: Additional benefits and discounts exclusively for employees. Maximus Wellness Program and Resources. EEO Statement 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. Compensation Annual salary range: $70,250 – $90,500. Compensation is based on various factors including job location, education, experience, and market analysis. Other rewards may include short- and long-term incentives and program-specific awards. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at View email address on click.appcast.io. #J-18808-Ljbffr Maximus