MAXIMUS Operations/Call Center Manager in Hampton, Virginia

The role of the SOA Operations Manager is to deliver contact center, eligibility and enrollment/data entry, mailing and scanning, and business continuity services that adhere to SOA Operations standards and MAXIMUS project customers’ requirements, as defined by the agreements made by SOA Operations. The Operations Manager serves as the day-to-day operational point of contact for the MAXIMUS project customers’ day-to-day managers. The Operations Manager oversees all aspects of daily operations for SOA Operations, including service delivery management, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.

  • Manage the day-to-day operations and service delivery of contact center, eligibility and enrollment/data entry, mailing and scanning, and business continuity services, as assigned

  • Collaborate with other Managers to ensure effective coordination of activities

  • Establish and maintain a customer service centric culture among Supervisors, Team Leads, and frontline agents, including Customer Service Representatives, Eligibility Specialists, and Data Entry Specialists

  • Establish and maintain a collaborative partnership and a customer service focused relationship with the project manager and day-to-day operations managers and leads of each MAXIMUS project customer that is supported at the SOA Operations site in the delivery of services for that customer.

  • Manage direct reports and the cost-effective operation of all project tasks

  • Manage the professional development through coaching and one-on-one feedback sessions of Supervisors, Team Leads, and frontline agents, including Customer Service Representatives, Eligibility Specialists, and Data Entry Specialists

  • Ensure SOA Operations standards for staff development, communication, and coaching are being implemented and followed

  • Develop and implement operational policies and procedures in collaboration with other key stakeholders

  • Participate in the development and periodic review of SOA Operations Policies and Procedures that are common to all SOA Operations sites and specific to the MAXIMUS project customer being supported

  • Manage audits of operations

  • Track performance of Quality Assurance measurement

  • Identify and deliver quality improvement initiatives based on quality monitoring

  • Monitor performance against key indicators established internally or by the clients

  • Develop performance goals and objectives for staff, and monitors achievement of those goals

  • Perform other duties as may be assigned

  • Bachelor's Degree required

  • 5 years related work experience

  • Ability to manage large-scale operations, including on a single or multiple sites

  • Strong customer service focused mentality

  • Strong client management skills

  • Proven ability with operational analyses, processes and performance indicators

  • Excellent organizational, written and verbal communication skills

  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment

  • Ability to work as a team member as well as independently

  • Strong computer skills, including strong skills in using Microsoft Excel, PowerPoint, Project, Visio, and Word

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.

Requisition ID: 2017-22597

External Company URL: www.maximus.com

EEO Statement: 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.