Senior Call Center Operations Manager

Join Maximus as a Senior Call Center Operations Manager!

This role is essential for leading the daily operations of our Customer Service Center for the AR NWD (Arkansas No Wrong Door) program. Located onsite in Little Rock, AR, you will play a crucial role in driving operational excellence, ensuring quality assurance, and fostering continuous improvement within our team.

Key Responsibilities :

• Oversee call center operations to meet and exceed performance metrics.
• Stay updated on call center performance standards, corporate policies, and project procedures.
• Provide guidance and updates to staff on policies and procedures.
• Assess training needs to ensure team members are knowledgeable about various programs.
• Collaborate closely with customers for effective communication, cooperation, and prompt issue resolution.
• Monitor quality and address any performance issues with supervisory and management teams.
• Prepare daily and weekly performance reports for staff.
• Communicate organizational updates regarding quality, training, and departmental performance.
• Ensure compliance with ISO standards applicable to the call center.
• Implement corrective actions to adhere to laws, regulations, and policies.
• Conduct performance evaluations and address any staff-related issues.
• Recommend policy changes and assist with process improvements as necessary.
• Lead daily operations, including quality assurance, workforce management, and training.
• Schedule and allocate resources efficiently to fulfill responsibilities.
• Identify and mitigate risks associated with projects.
• Manage service level agreements (SLAs) and report to the CSC Project Director.
• Track project progress, budgets, and overall operational performance metrics.

Why Work With Us?

Qualifications :

Maximus is proud to be an equal opportunity employer, committed to evaluating all qualified applicants without regard to legally protected characteristics.

Note : This position is contingent upon the award of the contract. Relocation assistance may be provided.