Operations Manager, Call Center in Augusta, ME at Maximus

Date Posted: 5/12/2021

Job Snapshot

Job Description

This role will support call center operations for residents' healthcare needs.

Duties and Responsibilities:

•Oversees the daily operations of the Project to meet performance metrics
•Responsible for identifying and resolving issues, problems, and concerns with employees
•Maintains updated knowledge of the Consumer Assistance Center performance requirements
as well as corporate and project policies and procedures; provides assistance and updates to
staff regarding these policies and procedures
•Recommends changes to policies and establishes procedures
•Provides direction to staff when complaints are escalated to management level
•Determines final decisions and direction on escalated calls
•Addresses inadequate quality issues with supervisory team in relation to reviews and
corrections of calls monitored
•Completes daily and weekly reports
•Monitors and evaluates performance, writes performance appraisals, and provides corrective
actions as needed
•Evaluates the need for training so staff maintains current knowledge of multiple programs
•Provides the Project Manager with updates on all issues regarding quality, training, policy,
procedures, staff issues, and departmental performance levels
•Monitors performance goals and objectives for the Consumer Assistance Center staff
•Assists in the implementation of process improvements
•Implements necessary corrective actions to ascertain consistent application of all laws,
regulations, policies, and procedures pertinent to the Consumer Assistance Center

Education and Qualifications:

•Bachelor’s degree from an accredited college or university or equivalent experience
•Four years of related experience
•Three years of supervisory/management experience preferred; consumer assistance center
environment preferred
•Working knowledge of healthcare and consumer assistance center technology (automatic call
distributor [ACD], intelligent voice response [IVR], resource management tools) preferred
•Computer literacy; ability to quickly learn new software programs
•Excellent organizational, interpersonal, written, and verbal communication skills
•Ability to coach, develop, and mentor team members
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Ability to successfully execute many complex tasks simultaneously
•Ability to work as a team member or independently

 Job Summary

Essential Duties and Responsibilities:
- Ensure project compliance with all operational requirements of the contract as well as corporate policies.
- Manage Customer Service and Outreach Programs.
- Manage direct reports and the cost- effective operation of all project tasks.
- Supervise subcontractors that provide services to program.
- Oversee audits of operations.
- Produce monthly Service Level Agreement (SLA) report for client, as well as ad hoc reporting.
- Collaborate with other Managers to ensure effective coordination of activities.
- Develop and implement operational policies and procedures in collaboration with other key stakeholders.
- Establish and maintain effective relationships with clients and other external entities.
- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency.
- Supervise the project’s quality assurance and training programs as well as corrective actions to ensure compliance.
- Monitor performance against key indicators established internally or by the clients.
- Generate solutions to issues or complex problems.
- Develop performance goals and objectives for staff, and monitor achievement of those goals.
- Perform other duties as may be assigned.

Minimum Requirements:
- Bachelor degree or equivalent combination of education, technical training or work experience considered in lieu of degree. 
- Minimum 3 years of management experience, 5 years of related 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.

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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