Description

Maximus is hiring a Sr Call Center Manager to oversee and manage the daily operations of the Customer Service Center for the AR NWD (Arkansas No Wrong Door) program. This is an onsite position located in Little Rock, AR. This position is responsible for ensuring operational excellence, quality assurance, and continuous improvement while leading a team to achieve organizational goals. The role involves strategic planning, risk management, project monitoring, and reporting to ensure successful delivery of services.

*This position is contingent upon contract award. *

Why Maximus?

• Competitive Compensation - Quarterly bonuses based on performance included
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching
• Paid Time Off Package - Enjoy UTO, Holidays, and sick leave, along with Short and Long Term Disability coverage
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP)
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions
• Tuition Reimbursement - Invest in your ongoing education and development
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs
• Professional Development Opportunities- Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

• Oversee the daily operations of a call center team to ensure performance metrics are met
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures
• Provide assistance and updates to staff regarding these policies and procedures
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution
• Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored
• 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
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed
• Responsible for identifying and resolving issues, problems, and concerns with employees
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary
• Provide direction to staff when complaints are escalated to management level
• Supervise and lead daily CSC operations including quality assurance, workforce management, hiring, training, and participation in testing activities
• Schedule and allocate resources to fulfill CSC responsibilities efficiently
• Identify and mitigate risks associated with software design, development, and implementation projects
• Manage service level agreements (SLAs), enforce performance standards, and provide status updates to the CSC Project Director
• Monitor progress across all projects including budgets, reports on delivery timelines, and operational performance metrics

Minimum Requirement:

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience
• Three (3) years of people management experience
• Must possess a minimum of five (5) years of experience managing, or serving in a key management role on, a large-scale customer service and/or CRM project encompassing the full system development life cycle (SDLC), from initiation through post-implementation
• Previous experience following a standard Project Management methodology and utilizing various project management tools to develop project plans, deliver tasks, and track timelines and resource requirements
• PMP certification or equivalent project management certification; candidates who have completed the required steps to qualify for certification will also be considered
• Must have excellent communication, writing, small-group facilitation, and formal presentation skills
• Previous Medicaid experience required
• Previous CRM experience required
• Must be willing and able to work onsite in Little Rock, AR