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Operations Support in Jacksonville, FL at Maximus, Inc.

Date Posted: 4/4/2018

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 Operations Specialist will split time serving as a Contact Center Operations Representative, Quality / Training Coach, Process Improvement Analyst and as Acting Training Assistant.

Responsibilities
  • Monitor the daily and month-to-date metrics and identify at least daily the work items and assign the work tasks to staff to ensure contractual requirements are met
  • Administer  user credentials for program tools by adding, deleting or modifying user permissions to program systems
  • Administer  and maintain the set-up of program tools (PCs, Monitors, Headsets, workstations)
  • Run , update, and monitor production volume reports and provide data as it becomes available to Manager, Workforce Management Analyst (WFM) and Contact Center Supervisor. WFM and Contact Center Supervisors will use data to make work assignments and adjustments
  • Facilitate regular meetings with Manager and Contact Center Supervisor to ensure that steps are taken across sites to meet contractual obligations and metrics are met
  • Support  management setting performance expectations by collaborating with Contact Center Supervisor to determine how to track and report performance data on a scorecard for each employee and share data with teams
  • Assess  the learning abilities of the work group and then collaborate with training manager on creation of training materials and the delivery of new hiring training and training updates
  • Work with Business Analysts to gather requirements for Change Requests
  • Assist management with strategies to improve operations and processes
  • Support audits by providing requested and accurate documentation within the required timeframes
  •  Research, identify, and make recommendations about resources required for task execution and completion that will likely have a financial impact on the program

  • Will  support the trainers/developer leads who deliver training utilizing online (virtual classroom) delivery method 

  • Support the delivery of training content with the following goals in mind: deliver complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of information and provide required job aids to gain full program knowledge

  • Provide recommendations for graduation and/or termination from new hire training

  • Track virtual classroom activities

  • Other  items may include, but are not limited to, obtaining security clearances for new staff, securing training space if needed, classroom setup, working as liaison for training room computer equipment in addition to IDs, ordering supplies, making copies, securing training resources, and collection and entry of data

  • Actively strive to develop strong working relationships with all contact center personnel

  • Perform other duties as assigned

  • Support high call volume days by taking inbound borrower phone calls

The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor’s degree from an accredited college or university required
  • Three (3) years of customer service experience required
  • One (1) year of progressively responsible production/contact center experience preferred
  • Experience working in customer service environment required
  • Experience with student financial aid programs/debt collection programs required
  • Excellent communication (both verbal and written) skills required
  • Strong proofreading skills required
  • Proven ability to direct and lead teams to successfully meet or exceed goals
  • Attention to detail and contract specifics required
  • Experience with account set-up and maintenance preferred
  • Demonstrated abilities in leadership and communications preferred
  • Experience with student financial aid programs/web site support preferred
  • Professional demeanor and attitude, and project management, leadership, problem solving skills preferred
  • Ability to effectively communicate by phone, written correspondence and in person
  • Experience providing constructive coaching and feedback in a training environment
  • Facilitation, presentation and public speaking skills
  • Ability to effectively prioritize and complete multiple tasks
  • Ability to work collaboratively with a training team
  • May be required to work hours outside of 8am to 5pm and may be required to work some Federal holidays
  • Occasional travel may be required
  • PC Proficiency, especially MS products (Word, Excel, Project, PowerPoint, and Access)
  • English / Spanish bilingual skills 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
    • U.S 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.