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Contact Center Supervisor 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.

Overview

The Contact Center Supervisor monitors the daily operations of the agents to ensure contractual metrics are met. The Contact Center Supervisor provides departmental leadership and supervision of call center employees.

Responsibilities
  • Responsible for the supervision of contact center agents to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
  • Assist with or conduct training to keep team updated on changes that may occur in information or procedures
  • Perform tasks to assure service level and quality requirements are met, through monitoring quality and performance and providing coaching, as appropriate
  • Assume supervisory responsibility for department tasks and contact center activities
  • Interview and recommend hiring and promotion of contact center staff
  • Maintain department records
  • Assist with side-by-side mentoring for new employees during training and after training as needed
  • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
  • Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
  • Provide accurate responses and documentation of inquiries and complaints from customers
  • Take phone calls in support of meeting contractual requirements during periods of high call volume
  • Perform other duties as requested

The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor’s degree from an accredited college or university required, equivalent work experience considered in lieu of degree
  • Two (2) years supervisory or leadership experience required
  • Three (3) years customer service or contact center experience required
  • Experience working on MFS DMCS contract or in similar customer service environment preferred
  • Experience with student financial aid programs/debt collection programs required
  • Must have demonstrated oral and written communication skills in English; skills in Spanish additionally preferred
  • Must have demonstrated excellent interpersonal and leadership skills
  • Ability to organize self-assignments as well as those of others
  • Ability to prioritize and recognize multiple tasks to meet contract standards, dependent on contact center needs
  • Must be able to track and report individual and team information
  • Experience working with a PC and a Windows environment is required
  • Applicant will be required by contract to undergo program update training as student financial assistance programs change
  • May be required to work some Federal holidays
  • Overtime may be required

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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