Supervisor - Call Center

Description & Requirements
Maximus is looking for a Supervisor to work in the Skip/Trace team
Essential Duties and Responsibilities:
- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and call center activities as required
- Support and enforce call center expectations
- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.
- Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.
- Maintain updated knowledge of all project programs.
- Provide staff mentoring and coaching on an ongoing basis.
- Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.
- Review and analyze call center reports and discover root causing issues.
- Attend supervisor meetings and conduct unit meetings.
- Follow up on customer complaints.
- Evaluate staff performance and conduct annual evaluations.
- Ensure compliance with all applicable requirements of the contract, state and federal regulations.
- Assist the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.
- Work with the Operations Manager to develop performance goals and objectives for all call center staff.
- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.
- Monitor performance including call quality and systems documentation.
- Assures the project is in compliance with MAXIMUS standards and procedures.
- Perform other duties as may be assigned by management.
Minimum Requirements:
- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
- Minimum of two (2) years of related experience.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.
- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
- Generally supervises semi-skilled employees or a few individual professional contributors.
- Works on issues of limited scope.
- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Monitors daily operations of a unit or sub-unit.
- Requires full knowledge of own area of functional responsibility.
- Frequently interacts with subordinate employees and functional peer groups.
- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
- Receives predetermined work assignments that are subject to a moderate level of control and review.
- Directs subordinates to complete assignments using established guidelines, procedures and policies.
- Develop work schedules and assign duties to subordinates to ensure efficiency.
- Evaluate subordinates' job performance and recommend appropriate personnel action.
- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.
- Identify training needs and development opportunities for subordinates.
Minimum Requirements
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.
- Minimum of two (2) years of experience in a call center environment preferred. Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources Develop work schedules and assign duties to direct report personnel to ensure efficiency Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources. Discuss job performance concerns with employees to identify causes and impacts Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks. Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types Provide coaching on a regular basis, Participate in meetings and recommend changes to policies and procedures Assume leadership responsibility for departmental tasks and contact center activities as required Support and enforce contact center expectations Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work Assist direct reports with escalated issues or cases as needed. Education and Requirements: Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree. Minimum of two (2) years of experience in a call / contact center environment, as a supervisor. Minimum of three (3) years of experience in the area of student loan servicing. Must have high-speed internet (minimum of 20 mbps) to work from home / remotely. Ability to maintain a high level of confidentiality. PC skills, including experience with Microsoft Office applications required. Excellent organizational, written, and verbal communication skills. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Ability to work as a team member, as well as independently. Must be able to remain sedentary for extended periods of time. Will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training Must be able to certify in functions being trained. May be required to work scheduled holidays, overtime, and weekend Additional Requirements as per contract/client: Must reside in the U.S Must be a U.S. citizen Must be able to pass a criminal background check Must not be delinquent or in default on any federal student loans. Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance Final suitability determination is the sole discretion of the Department of Education Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.
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.
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.