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Contact Center Manager in Jacksonville, FL at Maximus, Inc.

Date Posted: 7/2/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.


The Contact Center Manager is responsible for the daily operation and success of phone tasks in the Contact Center. The Contact Center Manager must be an effective communicator in order to coordinate interaction between other departments. The candidate must be capable of addressing fluctuations in volume by adjusting staffing and schedules.

  • Manage their assigned team of up to ten supervisors by providing ongoing management and by developing their leadership skills to meet business needs
  • Review staffing plans, financial information and training materials in order to maintain a profitable cost center
  • Identify customer requirements and develop plans for product/service delivery
  • Identify and recruit appropriate resources, and assign individual responsibilities
  • Develop schedules to ensure timely completion of final delivery of a solution to meet customer requirements
  • Recommend changes to policies and establishes procedures in the following areas: attendance, quality, adherence, corrective actions and separations
  • Receive call volume forecast and determine how to use resources to meet the key performance metrics for said times
  • Facilitate and deliver agent and supervisor training as required under department guide lines depending on business needs
  • Manage the daily timekeeping system for Supervisors and CSR's depending on business needs
  • Develop and implement conflict resolution by working in conjunction with trainers, supervisors, other managers, IT, facilities, human capital, finance and other departments as needed
  • Work closely with local human capital department on creating and delivering all types of corrective action plans for staff, including leadership
  • Generate daily, weekly, monthly, quarterly and yearly reports based upon project management requests
  • Advise MFS DMCS Operations Director regarding contract scope issues
  • Performs other duties as may be assigned by Site Manager or Site Director
The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor's degree in Human Resources or related field from an accredited college or university required, equivalent experience considered in lieu of degree
  • Minimum three (3) years of management experience required
  • Minimum five (5) years of related experience required
  • Experience with student financial aid programs/debt collection programs required
  • Demonstrated ability to support a large staff in a contact center environment
  • Advanced proficiency and experience using Microsoft Office Suite & Outlook
  • Ability to manage high level of confidentiality and experience handling PII and PHI
  • Ability to work as a team member, as well as independently 
  • Ability to successfully execute many complex tasks simultaneously
  • Demonstrates general knowledge, skills, and attributes required to achieve business results in a demanding work environment
  • Government contracting experience preferred
  • Excellent organizational, people management and problem solving skills
  • Flexibility with work schedule 
  • Excellent written and verbal communication skills with bilingual proficiency in English & Spanish preferred

Additional Requirements as per contract/client:


  • Must be current on federal student loans or must not be delinquent on federal student loans
  • Federal security clearance (through MAXIMUS Federal) required
  • US Citizenship 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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