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Contact Center Director in Reston, VA at Maximus, Inc.

Date Posted: 12/7/2018

Job Snapshot

Job Description

This position is for a proposal, located in Albuquerque, New Mexico.  Any offers are contingent upon winning the bid.


Responsibilities

-Maintains an understanding of the Contact Center processes and policies including the Individual and Small Business Marketplace policies.
-Manages Contact Center Sr. Managers, Managers, Supervisors, and Contact Center Staff.
-Ensures that MAXIMUS is in compliance with all applicable requirements of the contract, state, and federal regulations, and the terms and conditions of the RFP and proposal as related to Contact Center and enrollment functions.
-Collaborates with the Department of Health and MAXIMUS Eligibility and Enrollment staff to ensure open communication, cooperation, and timely issue resolution.
-Oversees quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.
-Provides final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.
-Develops performance goals and objectives for the Contact Center and monitors the achievement of those goals.
-Coaches team, sets expectations, conducts performance appraisals and provides career development, corrective action and recognition for assigned staff.
-Analyzes weekly/monthly/quarterly statistics.



The Ideal Candidate will Possess the Following Additional Education and Experience
  • Directs and controls the activities of a broad functional area through several department managers within the company.
  • Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
  • Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
  • Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
  • Ensures budgets and schedules meet corporate requirements.
  • Regularly interacts with executives and/or major customers.
  • Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
  • Reports to Senior Director or VP level.

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.