Deputy Program Manager in Lawrence, KS at Maximus

Date Posted: 5/10/2021

Job Snapshot

Job Description

The Deputy Program Manager will provide support to Program Manager, Operation Managers and Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet MAXIMUS and contract goals/objectives as required.  This position will report to the Program Manager and will provide leadership to Operations Managers and Supervisors with the goal of meeting program objectives and customer service level agreements.

Contingent on Contract Award


 Job Summary

Essential Duties and Responsibilities:
- Oversee the daily operations of a contact center team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.

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

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

- Monitor performance goals and objectives for the contact center staff and complete 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 Director

- 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 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 the Project Director


Minimum Requirements:

- Bachelor’s degree

- Five (5) or more years of experience in an operations, call center, or business process outsourcing field and Two (2) years’ experience with health insurance or government operations preferred

- Three (3) or more years of people management experience


Education and Experience Requirements

Essential Duties and Responsibilities:

- Ensure project compliance with all operational requirements of the contract as well as corporate policies.

- Serve as back up for managers or supervisors at either site as needed.

- Support implementation of expanded scope or services for client.

- Oversee Security Analyst to ensure contract compliance.

- Oversee the daily operations of a contact center team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.

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

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

- Monitor performance goals and objectives for the contact center staff and complete 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 Director

- 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 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 the Program Manager

 

Minimum Requirements:

- Bachelor’s degree

- Five (5) or more years of experience in an operations, call center, or business process outsourcing field and Two (2) years’ experience with health insurance or government operations preferred

- Three (3) or more years of people management experience

- Able to manage large-scale operations, including single or multiple sites.

- Proven ability with operational analyses, processes and performance indicators.

- Capable of performing comfortably in a fast- paced, deadline- oriented work environment.

- Strong client management skills.

- Able to successfully execute many complex tasks simultaneously

- Excellent organization, written and verbal communication skills

- Capable of working as a team member as well as independently

Clearance / Background investigation requirements may include the Applicant Name Check, the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position. 

 
In good standing with Internal Revenue Service (IRS) 



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.

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.