Description & Requirements

Maximus is currently hiring for a Call Center Director to support our Florida Healthy Kids team. This is a remote opportunity open to Florida residents. The Call Center Director is responsible for leading multi-channel contact center operations, driving performance, and ensuring seamless client communication. This role will oversee workforce management, financial accountability, and help implement new communication channels.

At Maximus we offer a wide range of benefits to include:

- Work/Life Balance Support - Flexibility tailored to your needs

- Competitive Compensation - 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 PTO, Holidays, and extended 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:
- Maintain an understanding of the Contact Center processes and policies including the Individual and Small Business Marketplace policies.
- Manage Contact Center Sr. Managers, Managers, Supervisors, and Contact Center Staff.
- Ensure compliance with all applicable requirements of the contract, state, and federal regulations, and the terms and conditions of the RFP and proposal as related to Contact Center and enrollment functions.
- Collaborate with various departments to ensure open communication, cooperation, and timely issue resolution.
- Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.
- Provide final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.
- Develop performance goals and objectives for the Contact Center and monitor the achievement of those goals.
- Coach team, set expectations, conduct performance appraisals and provide career development, corrective action and recognition for assigned staff.
- Analyze weekly/monthly/quarterly statistics.

Minimum Requirements

- Bachelor's degree in related field required.

- 10-12 years of relevant professional experience required.

- Combination of education and experience will be considered in lieu of a Bachelor's degree.

- Florida residency required.

- Prior P& L (Profit & Loss) responsibility or understanding of the concepts required.

- Workforce management (WFM) experience required.

- Experience in multi-channel contact center operations required.

- Client communication and/or account management experience required.

- Lean Six Sigma Green belt or higher required.

- Project management knowledge required.

- PMP certification preferred.

- Prior experience with Florida Healthy Kids project preferred.

- Must be willing and able to travel for work up to 10-15% of the time.

Home Office Requirements:

- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.

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EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.