Introduction to Maximus and Our Mission
Maximus is a leading provider of innovative solutions that improve the lives of individuals and communities. We are committed to delivering exceptional service and support to our clients, and we are seeking a highly skilled and experienced Senior Call Center Manager to join our team. As a Senior Call Center Manager, you will play a critical role in overseeing the daily operations of our call center, ensuring that our performance metrics are met, and providing strategic leadership to our team. If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
About the Role
The Senior Call Center Manager will be responsible for overseeing the daily operations of our call center, including managing a team of customer service representatives, monitoring performance metrics, and ensuring that our project SLAs are met. The successful candidate will have a strong background in call center management, excellent leadership and communication skills, and the ability to work in a fast-paced and dynamic environment. This role offers a competitive salary package, commensurate with experience, and a wide range of benefits, including flexible work arrangements, comprehensive insurance coverage, and opportunities for professional development and growth.
Key Responsibilities
- Oversee the daily operations of the call center, including managing a team of customer service representatives and monitoring performance metrics
- Maintain updated knowledge of call center performance requirements, corporate and project policies and procedures, and provide assistance and updates to staff as needed
- Evaluate the need for training and ensure that staff maintains current knowledge of multiple programs
- Collaborate with customers to ensure open communication, cooperation, and timely issue resolution
- Address inadequate quality issues with the supervisory and management teams and implement corrective actions as needed
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels
- Monitor call center compliance with ISO standards as applicable and implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center
Essential Qualifications
- Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
- Three (3) years of people management experience
- Residency in or near Frankfort, KY, or willingness to relocate to the area preferred
- Must be willing and able to travel up to 25% of the time as business need dictates
- Experience with a large-scale telephony system required
- Experience managing a large-scale call center (at least 500 full-time equivalents) required
- Experience in call center operations is required
- CRM experience required
Preferred Qualifications
- Experience working in a remote or virtual environment
- Strong knowledge of call center metrics and performance indicators
- Excellent leadership and communication skills
- Ability to work in a fast-paced and dynamic environment
- Strong problem-solving and analytical skills
What We Offer
At Maximus, we offer a wide range of benefits to support our employees' well-being, growth, and development. These include:
- Flexible work arrangements, including remote work options
- Comprehensive insurance coverage, including medical, dental, vision, and life insurance
- Opportunities for professional development and growth, including training programs, workshops, and conferences
- Competitive compensation package, including bonuses and incentives
- Recognition and rewards program to recognize and reward outstanding employee contributions
- Diversity, equity, and inclusion initiatives to foster a workplace culture that values and respects diversity
- Tuition reimbursement program to support ongoing education and development
- Employee perks and discounts, including discounts on products and services
- Maximus wellness program and resources to support physical, emotional, and financial well-being
Work Environment and Company Culture
At Maximus, we are committed to creating a workplace culture that values and respects diversity, equity, and inclusion. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and success. Our company culture is built on a foundation of integrity, respect, and empathy, and we strive to create an environment that is supportive, collaborative, and inclusive. We are proud to be an Affirmative Action/Equal Opportunity Employer and are committed to providing 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.
Career Growth Opportunities and Learning Benefits
At Maximus, we are committed to supporting the growth and development of our employees. We offer a wide range of training programs, workshops, and conferences to help our employees develop new skills and advance their careers. Our career growth opportunities include:
- Professional development programs to support ongoing education and development
- Leadership development programs to support the growth and development of our leaders
- Mentorship programs to provide guidance and support to our employees
- Opportunities for advancement and promotion within the company
Compensation, Perks, and Benefits
Our compensation package is competitive and commensurate with experience. We offer a wide range of benefits, including:
- Flexible work arrangements, including remote work options
- Comprehensive insurance coverage, including medical, dental, vision, and life insurance
- Opportunities for professional development and growth, including training programs, workshops, and conferences
- Competitive compensation package, including bonuses and incentives
- Recognition and rewards program to recognize and reward outstanding employee contributions
Conclusion
If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Senior Call Center Manager at Maximus, you will have the opportunity to make a significant impact, develop your skills and expertise, and advance your career. Don't miss out on this chance to join our team and take the first step towards a rewarding new role. Apply now and seize this opportunity to make a difference.
Submit your application today and take the first step towards a rewarding new role. Apply Now
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