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Manager - Call Center in Boston, MA at Maximus, Inc.

Date Posted: 9/25/2018

Job Snapshot

Job Description

The Call Center Assistant Manager is responsible for providing front-line, real time direction and leadership to the Call Center Supervisors and CSR and to support the Customer Service Center’s ability to meet and exceed the service level agreements, increase customer satisfaction and drive first call resolution.

Support the work of the Call Center Supervisors to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors and addressing problems as needed.

Monitor daily Supervisor and CSR attendance levels and coordinate with the Workforce Management Team to adjust skill set allocations as necessary and provide adequate supervisor coverage on the Customer Service Contact Center floor.

Monitor calls volumes by skills set group and together with the WFM Team determine CSR training schedules and the new hire process.

Coordinate the call back process. 

In conjunction with the Knowledge Center Team develop and deliver consistent materials for front line staff.

Oversee Customer Service Team Meetings, ensuring that they are appropriately scheduled and developing the weekly agenda based on the KC Weekly, call trends and MAXIMUS news.

Coordinate with the quality and training staff to identify trends and training needs.

Meet regularly with CSRs to obtain feedback and suggestions and promote a positive culture.

Monitor the frequency and effectiveness of Supervisor 1:1 sessions and monitor these meeting to provide coaching and support for the Supervisors on how to conduct effective feedback sessions.

Manage the staffing vendor relationships.

Support the planning and execution of contact center events.

Work with Senior Manager to create opportunities to decrease attrition, increase quality and create efficiencies in day to day Call Center Operations.

Perform other duties as assigned by leadership.

Research customer service concerns, complaints and CARTS issues and provide the Senior Manager with the necessary information to resolve the issue, determine a root cause and participate in the formulation of a corrective action plan if necessary.

Serve as a liaison between the Provider Outreach and Education Team to understand how MassHealth initiatives and programmatic changes may impact Provider calls and recommend training and resources for the Provider CSRs

Education/Experience:

Expert knowledge of the MassHealth Program
Three to five years of successful experience as a Supervisor
Excellent communication skills
Strong writing skills
Demonstrated ability to identify areas for improvement
The ability to resolve problems and issues real time
A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
4 years’ experience in a supervisor role, preferably in a call center or customer service environment required
Ability to manage a high level of confidentiality
Proficient in Microsoft office suite
Excellent organizational, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to work as a team member, as well as independently The Ideal Candidate will Possess the Following Additional Education and Experience
  • Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
  • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
  • Develops and administers schedules, performance requirements; may have budget responsibilities.
  • Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
  • Often must lead a cooperative effort among members of a project team.
  • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
  • Provides guidance to subordinates within the latitude of established company policies.
  • Recommends changes to policies and establishes procedures that affect immediate organization(s).
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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