Contact Center Manager -

Contact Center Manager

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award). This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award. As part of this project, you will support a federally funded initiative that provides essential medical readiness servicessuch as exams, screenings, dental care and preventive careto individuals in remote or underserved areas. Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling. The program ensures consistent access to care across dispersed populations and contributes to broader public service goals. This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

We are looking for a results-driven Contact Center Manager to oversee daily operations and lead a high-performing team. The candidate will need to have a strong background in contact center management, a passion for healthcare service delivery, and the ability to drive performance through data, coaching, and continuous improvement.

Essential Duties and Responsibilities :

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.

Minimum Requirements :

Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

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.

Minimum Salary : $60,400.00

Maximum Salary : $110,400.00