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Sr. Call Center Manager in Jacksonville, FL at Maximus, Inc.

Date Posted: 5/2/2018

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 Senior Contact Center Manager is responsible for the daily operation and success of the phones department within the contact center. The Senior Contact Center Manager must be an effective communicator in order to coordinate interaction between other departments such as Human Resources, Accounting, Finance and Software Development.

Responsibilities
  • Responsible for the success and operations of all the project’s contact center operations
  • Work in collaboration with training, workforce management and quality managers to ensure service levels are being met and program enhancements are identified and changes made as needed to better the successes and operations of the program.
  • Provide leadership to clerical and professional staff
  • Conduct contract staffing, production and planning meetings for the contact center
  • Responsible for analyzing financial performance of the program and developing monthly forecast reviews
  • Assist with the implementation of the department’s financial objectives in supporting proposal contracts and initiatives
  • Lead project efforts to identify, analyze, & implement efficiencies that will contribute to increased productivity and margins
  • Manage vendors to reduce the occurrence of problems and to quickly resolve any problem encountered
  • Advise Contact Center Director and Director of Operations regarding contract scope issues
  • Lead or coordinate task order and contract modification proposals
  • Represent the Contact Center Director as required
  • Supervise assigned staff, including subordinate managers, and perform personnel actions including hiring and performance evaluation
  • Conduct planning and provides recommendations on task workload.
  • Participate in special projects as required

The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor’s Degree in a related business or technical discipline required, or equivalent combination of education, technical training, or work/military experience considered in lieu of degree
  • Ten (10) years of related experience, including supervisory experience 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
  • Experience with student financial aid programs/debt collection programs required
  • 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

 

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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