Senior Manager, Regional Operations in Indianapolis, IN at Maximus

Date Posted: 7/12/2021

Job Snapshot

Job Description

The selected candidate will be a key resource in the successful implementation and execution of a large government contract. This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

 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
  • Experience with Medicaid eligibility and appeals.
  • 4 years experience managing operations, budgets, and facilities for multiple, geographically disbursed call centers and mailrooms, directly managing managers of each department with up to 500 dotted line reports.
  • Working knowledge of healthcare and consumer assistance center technology (automatic call
    distributor [ACD], intelligent voice response [IVR], resource management tools) required.
  • 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.
  • 5 or more years of experience in an operations, call center or business process outsourcing field.
  • 3 or more years of people management experience.

Additional Preferred Requirements:

  • 2 years experience with health insurance or government operations preferred.

Employment is contingent upon contract award.

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

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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