Essential Duties and Responsibilities:

- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure project and program service level requirements and goals are met.

- Assume leadership responsibility for departmental tasks and contact center activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contact center expectations.

- Assist with escalated issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources department on resolving problems.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Evaluate employees' job performance and recommend appropriate personnel action.

- Perform other duties as assigned by leadership.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Intermediate proficiency with Microsoft Office Suite (Word, Excel, Outlook, etc.)

Preferred Qualifications
- Minimum of two (2) years of supervisory experience in a call center environment
- OPWDD Project knowledge
- Experience working directly with the OPWDD population
- Experience using MAXeb or comparable case management or operational support systems

Home Office Requirements

- Maximus provides company-issued computer equipment

- Reliable high-speed internet service
*Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
*Minimum 5 Mpbs upload speeds

- Private and secure workspace

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews, -please contact People Operations at applicantaccom@maximus.com.

Minimum Salary

$

65, 000.00

Maximum Salary

$

75, 000.00