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Call Center Manager in Madison, WI at Maximus, Inc.

Date Posted: 4/4/2018

Job Snapshot

Job Description

Super opportunity for a mid level Call Center Manager to join our team in Madison, WI.!  Background in Healthcare, Medicaid or Insurance customer support is required. The Call Center Manager is responsible for overseeing all Call Center, data entry, and mail operations to ensure contract compliance, production, and quality goals for individual staff members.


Responsible for activities related to Call Center Management, including Workforce Management, Mailroom operations, Customer Service, and Customer Service Representative management. The Call Center Manager provides direct supervision to the call center supervisor responsible for the call center representatives and the mailroom supervisor responsible for the mailroom staff in those functional areas.

  • Oversees and manages all Call Center, data entry, and mail operations to ensure contract compliance, production, and quality goals for individual staff members. Team size of 18 inbound CSR's.
  •  Ensures that Customer Service Representatives and Data Entry and Mail Specialists are provided with updated knowledge of the Wisconsin Medicaid programs, community resources, and options for enrollees and members.
  • Manages all Call Center activities in accordance with MAXIMUS established policies and procedures.
  • Coaches, counsels, and mentors Customer Service Representatives so they can efficiently and effectively perform their jobs.
  • Resolves customer service issues with potential enrollees, members, participants, and staff.
  • Ensures workforce management schedules for staff accordingly and distributes to Call Center staff appropriately.
  • Helps ensure that the Call Center meets and/or exceeds contract Service Level Agreements.
  • Evaluates the need for training and works with the Training Manager on initial and ongoing training needs Works with the Quality Assurance Manager to oversee quality l and implements any necessary corrective actions to help ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center and enrollment functions.
  • Performs other duties as assigned by management.
The Ideal Candidate will Possess the Following Additional Education and Experience
  • A Bachelor’s Degree from an accredited college or university in business, management, health, or a related field desired. Experience in lieu of degree considered.
  • At least three (3) years of management in a call center environment with at least 6 years overall Call Center experience.
  • Working knowledge of call center technology and resource management tools (Avaya, BluePumpkin, Genesis, IVR)
  • Excellent organizational, written and verbal communication skills
  • Ability to deal effectively with enrollees and potential enrollees
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently
  • Excellent people management skills.
  • Preferred qualification includes knowledge and understanding of Medicaid.
  • Proficient in Microsoft Office products
  • 0-15% travel required
EEO Statement 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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