Essential Duties and Responsibilities:
– Oversee the daily operations of a contact center team to ensure performance metrics are met.
– Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
– Provide assistance and 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 Department of Health and MAXIMUS staff to ensure open communication, cooperation, and timely issue resolution.
– Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
– Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
– Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
– Monitor contact center compliance with ISO standards.
– Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
– Monitor and evaluate performance, writes performance appraisals and provides 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.
– Perform other duties as may be assigned. Minimum Requirements: – Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
– In some instances this manager may be responsible for a functional area and not have any subordinate employees.
– Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
– Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
– Act as advisor to subordinate(s) to meet schedules and/or resolve problems.
– Develop and administer schedules, performance requirements; may have budget responsibilities.
– Frequent interaction with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
– Often must lead a cooperative effort among members of a project team.
– Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
– Provide guidance to subordinates within the latitude of established company policies.
– Recommend changes to policies and establish procedures that affect immediate organization(s).
Job Type: Full-time
Experience:
- Call Center: 1 year (Preferred)
- managing a team with direct reports: 1 year (Preferred)
Work authorization:
- United States (Preferred)
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Paid time off
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