Limited Service Call Center Supervisor

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. - Take call escalations as needed. - Monitor and provide feedback as it pertains to the performance of Team Leads and Customer Service Representatives. - Provide updates on performance data to Customer Service Representatives and Team Leads on a weekly basis. - Maintain documented review of QA evaluations that fall below the established performance threshold. - Ensure the individual and units are meeting and exceeding quality and service requirements. - Complete monthly requirements of 2 documented coaching's and 2 quality checks per assigned agent. - Supervisors will receive a monthly inspection on their Coaching/Genesys logs for compliance. - Submit Team Lead time off request to Call Center Management for approval. - Oversee the documentation of staff performance, one-on-one coaching sessions documented in supervisor coaching log and/or Workday. Minimum Requirements - Bachelor's degree in related field. - 3-5 years of relevant professional experience required. - Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully. - Experience supporting Marketplace (ACA) and Medicaid health plans. - Experience using the Genesys or similar telephony system. - Leadership and team management experience in a call center environment. - Must be willing and able to accept an Acting role. Preferred Skills and Qualifications - Strong verbal and written communication skills. - Problem-solving, decision-making, and conflict resolution. - Time management, organization, and prioritization. - Coaching, mentoring, and performance management. - Customer-focused with strong attention to detail. - Adaptable in a fast-paced environment. - Proficiency with Microsoft Office and CRM systems. - Previous healthcare call center supervisory experience. - Knowledge of HIPAA and healthcare compliance. Home Office Requirements - Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net). - Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router. - Must currently and permanently reside in the Continental US. 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 $ 54,000.00 Maximum Salary $ 54,000.00 *