Description & Requirements

Maximus is hiring for the Team Leader assists Call Center agents in responding to customer inquiries by answering questions and handling call escalations. The Team Leader works with the Call Center Supervisors to monitor call volume and back-office work production. They are also responsible for answering calls during peak times and providing nesting support for new hires during our Open Enrollment ramp-up.

This opportunity is open to New Jersey residents only.

This is a temporary position created for open enrollment. The position will start in September and ending of this position is determined based on business need.

This is a Bring Your Own Device role, equipment will not be provided.

Operations Workstations and System Requirements:

- Personal Computer

- Desktop or laptop that runs any of the following operating systems (OS) Current release of Windows 10, MacOS 10.14 (or higher), or Linux (Ubuntu 18.04)PC Operating System

• Windows 10 or Mac OS 10.14 or higher (Mac OS Big Sur required for AWS)
• Maximus cannot accept tablet platforms (iPad, Chromebook, others) for Amazon Workspace (AWS) use as a BYOD device because the functionality of those platforms cannot be guaranteed and present problems/challenges for Maximus to support.

- PC Processor:

• Intel Core i5 or equivalent

- PC Memory:

• 4 GB RAM required
• 8 GB RAM preferred

- PC Hard Drive Storage:

• 64 GB required
• 128 GB SSD or 5400 RPM
• 256 GB preferred

- Internet:

• RJ-45 connection for wired network connection to router
• Modem with Cat5e or higher cable
• Download - 20 Mbps minimum - 50Mbps is recommended for shared internet family connectivity
• Upload - 5 Mbps minimum
• Attestation of speed is required
• Google test https: //projectstream.google.com/speedtest and screenshot results
• Access www.speedtest.net and submit a screenshot of the results
• Maximus requires hardline connection via Ethernet cord. Must verify hardwire connection. No 5G/Cellular internet (T-mobile 5G home internet/Verizon 5G home internet)
• No mobile hotspots
• No public network usage (coffee shop, library, etc.)

- Headset:

• Required: USB Gen 2 connected plug and play headset supported by OS for bidirectional voice and video
• Wired with microphone (no Bluetooth, no Airpods, no wireless gaming headsets)
• Not Supported: Headset connected with 2.5mm or 3.5mm jack
• Genesys Diagnostic may be required: Tests sufficient audio quality to manage calls
• Voice over Internet Protocol telephony (VoIP)

Essential Duties and Responsibilities:
- Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
- Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
- Answer inbound calls during times of high call volume or upon request of management.
- Anticipate issues proactively and escalate to management as appropriate.
- Track and document all inquiries using the applicable systems.
- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
- Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements

- High school diploma, GED or equivalent required.

- 6+ years of relevant experience required.

- State of New Jersey residency is required

- Internal staff required NJ SBE Project experience

- 3 years of Call Center experience preferred

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.