Manager - Contact Center (TRICARE, Temporary) - Maximus

Maximus is looking for a remote Contact Center Manager. The Contact Center Manager will 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 Operations Director, 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

Experience:

- Experience in large volume staff training and coaching

- Demonstrate knowledge of health contact center standards

- Experience with military health program

- Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools

Skills:

- 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

Education:

- Bachelor's Degree preferred or equivalent government or private-sector work experience; Minimum High School Diploma

- 5-7 years of relevant work experience managing multiple contact centers in lieu of degree. Several years of healthcare related contact center experience, a plus.

Remote Work Requirements

- HIPPA compliant workspace--Private and Secure workspace away from others, noise and distractions

- Reliable high-speed internet-Ethernet/hard wired Connection (no WiFI or Hotspots)

- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www,speedtest.net)

Minimum Requirements:

- Ability to obtain US Security Clearance

- Per Client Requirements must be a US Citizen

- Flexibility of work schedule to meet the team's training needs, including working holidays as specified in the task order

- 5-7 years experience in customer service, performance evaluation, and process improvement

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.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

$

82,000.00

Annual Base Pay Maximum for this Position

$

100,000.00