Supervisor - Customer Communications (Aidvantage) - Maximus

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

Maximus is looking to add a Supervisor to join our team. Among the many things you will be responsible for, you will be s upervising the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.

Essential Duties and Responsibilities: - Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up. - Maintain updated knowledge of all project programs. - Provide staff mentoring and coaching on an ongoing basis. - Review and analyze call center reports and discover root causing issues. - Attend supervisor meetings and conduct unit meetings. - Follow up on customer complaints. - Evaluate staff performance and conduct annual evaluations. - Ensure compliance with all applicable requirements of the contract, state and federal regulations. - Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations. - Monitor performance including call quality and systems documentation. - Assures the project is in compliance with established standards and procedures. - Perform other duties as may be assigned by management. Minimum Requirements: - Bachelor's degree in related field. - 3-5 years of relevant professional experience required. - Equivalent combination of education and experience considered in lieu of degree.

A Call/Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.

Job Duties:

• Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
• Discuss job performance concerns with employees to identify causes and impacts.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks.
• Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports.
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types.
• Provide coaching on a regular basis,
• Participate in meetings and recommend changes to policies and procedures.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Support and enforce contact center expectations.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed.

Education and Requirements:

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• High School Diploma or equivalent required.
• Minimum of two (2) years of experience in a call / contact center environment required.
• Must have high-speed internet (minimum of 25 mbps) to work from home / remotely.
• Must connect an Ethernet cable directly to the router (cannot connect via Wi-Fi.)
• Must have a quiet workspace with no background noise.
• Ability to maintain a high level of confidentiality.
• PC skills, including experience with Microsoft Office applications required.
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently.
• Must be able to remain sedentary for extended periods of time.
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
• Will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
• Must be able to certify in functions being trained.
• May be required to work scheduled holidays, overtime, and weekends.
• May be required to pick up equipment at the nearest Maximus location

Additional Requirements as per contract/client:

• Must be a U.S. citizen.
• Must 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. 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.

• Hardwired internet (ethernet) connection
• Internet download speed of 25mbps or higher required (you can test this by going to www.speedtest.net )
• Private work area and adequate power source

EEO Statement

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.