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Manager - Call Center in Baltimore, MD at Maximus, Inc.

Date Posted: 5/13/2018

Job Snapshot

Job Description

The Maryland Health Benefit Exchange (MHBE) Consolidated Service Center enrolls citizens of Maryland for coverage under the Affordable Care Act. 

Overview

Responsible for activities related to Call Center Management, including operational oversight , Customer Service, and Customer Service Representative for the Maryland state-based health insurance exchange call center. The Call Center Manager provides direct supervision to the call center supervisors and team leads responsible for the call center representatives in those functional areas.

This candidate should possess prior experience managing a call center of at least 150 CSR's & coordination of 2 call center locations. In addition, have experience with managing remote agents who work from home.

Responsibilities
  • Plays an active role in day-to-day management of the Project so as to be knowledgeable and aware of all issues, concerns, and requirements
  • Manages call center operations personnel to meet contractual service levels and provide exceptional customer service
  • Manage staff assigned to all call center activities, and plans and coordinates day-to-day operations of the Contact Center operations
  • Manage a team of diverse individuals, including Supervisors, team leads and customer service specialists, focused on one of the primary initiatives as defined by the client
  • Approve timesheets, develop team schedules and other assigned duties
  • Manage workload distribution and other personnel matters
  • Assigns and reviews the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service
  • Trains, coaches, counsels, and mentors staff members so they can efficiently and effectively perform their jobs, and conducts regular unit meetings
  • Ensures that problems are resolved with employees and handles any complaints
  • Facilitates communication on all contract and operational changes, including applicable corrective and preventive actions, to members of the Project Management Team
  • Performs other duties as assigned by leadership
The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor's degree from an accredited college or university required
  • At least five (5) years of experience in managing Tier I and Tier II call center functions, preferably in a health care-related organization
  • Two (2) of the five years must include managing in Health Exchange operations or comparable experience
  • Excellent written and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline and detail oriented work environment
  • Ability to successfully execute many complex tasks simultaneously
  • Ability to work as a team member as well as independently
  • Experience working with State of Maryland  programs; knowledge of Maryland health care programs and regulations desirable but not 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.