Description & Requirements

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30, 000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https: //www.maximus.com.

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

Minimum Requirements:
- Bachelor's degree in related field required.
- 10-12 years of relevant professional experience 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.