Operations Director - Contact Center (Healthcare Services) in Franklin, TN at Maximus

Date Posted: 1/7/2021

Job Snapshot

Job Description

This position is for a Bid requisition and any offer is dependent upon the award of the contract to Maximus. The project is located in Franklin, Tennessee; however, the position will be remote to begin due to the pandemic.
Job Description Summary


Essential Duties and Responsibilities:
- Perform as a key member of senior management team responsible for meeting cost, schedule and quality requirements of the Project.
- Oversee all contract administrative functions including budget, financial controls and contract compliance.
- Maintain up-to-date and accurate knowledge with all applicable statutes, regulations and contractual requirements and ensures the project is in compliance with all and ensures all program/client services are effectively and efficiently delivered.
- Establish and maintain a productive relationship and effective communications with all MAXIMUS clients and other stakeholders, advocates and interested parties.
- Responsible for all P&L activities related to the contract and manage all financial activities related to the project, annual budget process, monthly and quarterly forecast and review.
- Develop staffing strategy to meet all performance objectives required of the contract; ensures appropriate performance goals and objectives are established for all project functions; monitors achievement of such goals.
- Manage all direct report subject matter experts; works closely with functional managers to ensure project delivery and quality.
- Oversee quality assurance and manage any necessary corrective actions to ensure consistent application of laws, regulations, policies and procedures pertinent to the project.
- Propose changes in policy and procedure to improve processes and ensure contract compliance.
- Perform other duties as may be assigned.

Minimum Requirements:
- Bachelor's degree with 7+ years of project management experience.
- Deliver multiple small and large projects with high values and high risk.
- Provide leadership for the project team to ensure that the project is delivered to specifications, on time and within budget.
- Develop innovative methodologies, techniques, and criteria for projects.
- Advanced knowledge of workflows and project mapping.
- Facilitate the tracking and resolution of issues impacting projects.


Minimum Requirements - Education and Experience:

  • Bachelor's degree, required.
  • 7 years of call center experience with 3 years directly managing manager level employees.
  • 5 years of management experience in large scale shared services Contact Centers.
  • 2 years of management experience in virtual Contact Centers. 
  • 4 years of experience in healthcare or healthcare services field. 
  • Advanced knowledge of workflows and project mapping.
  • Leadership experience, ensuring that projects are delivered to specifications, on time and within budget.

Skills and Abilities:

  • Ability to create and maintain a high- quality work environment so team members are motivated to perform at their highest level.
  • Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications. 
  • Skilled in managing to metrics. 
  • Strong interpersonal, written, and verbal communication skills. 
  • Ability to self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals. 
  • Proficient with Microsoft Office Programs.

MAXIMUS Introduction
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.


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