Sr Manager - Ops - Maximus

MAXIMUS is a leading operator of government health and human services programs in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The Company delivers business process services to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs, such as the Affordable Care Act, Medicaid, Medicare, Children's Health Insurance Program (CHIP), Health Insurance BC (British Columbia), as well as welfare-to-work and child support programs around the globe. The Company's primary customer base includes federal, provincial, state, county and municipal governments. Operating under its founding mission of Helping Government Serve the People®, MAXIMUS has more than 37,000+ employees worldwide.

Maximus is Looking for a Senior Manager on the OPS Team to join us on the DMCS contract who has Proven experience running a multiple project mailroom using staff across all programs in order to achieve the performance standards for each unique program.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met

-Provide action plans and timelines for performance improvement as needed

- 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.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored

- Monitor performance goals and objectives for the call center staff and complete related reports

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership

- 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

- Performs other duties as required by Project leadership

• 3-5 years or related experience.
• Bachelors degree in related field
• Experience operating and supporting enterprise environments with 24x7x365 uptime requirements that may require on call support.
• Experience creating and updating diagrams, drawing schematics, and documentation of systems
• Windows OS administration, build, troubleshooting, monitoring, and vulnerability remediation
• Excellent written and verbal communication skills with the ability to effectively communicate with information technology professionals, end users, and management.
• Experience writing technical knowledge and procedure documents.
• Comfortable with remote work requiring collaboration with tools such as: Teams, SharePoint, Zoom
• Familiarity with Microsoft Office or like applications
• Proven experience running a multiple project mailroom using staff across all programs in order to achieve the performance standards for each unique program
• Strong operational and technology background in running a mailroom operation with a mind set on continuous improvement
• Strong written and verbal communication skills, team player and ability to manage multiple priorities concurrently

•Must Be Eligible to Obtain Government Clearance

•Must be a U.S. citizen

•Must currently reside in the U.S.

•Must be able to pass a criminal background check

•Must not be delinquent or in default on any federal student loans

•Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

•Final suitability determination is the sole discretion of the Department of Education.

•Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) or more years of people management 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

$

93,500.00

Annual Base Pay Maximum for this Position

$

98,900.00