Sr Call Center Manager (Remote - Frankfort, KY)

Description & Requirements

Maximus is currently hiring for a Sr.

Call Center Manager remote opportunity in Frankfort, KY.

Residency must be in/or commutable distance to Frankfort, KY.

Maximus may consider remote work for talent willing and able to travel up to 50% of the time.

The Sr.

Call Center Manager is responsible for overseeing the Call Center operations and training to ensure that project SLAs are met.

The project will be a multichannel, multiprogram contact center that will support multiple clients throughout the state of Kentucky.

This job is contingent upon contract award.

At Maximus we offer a wide range of benefits to include:

- Work/Life Balance Support - Flexibility tailored to your needs!

- Competitive Compensation - Bonuses based on performance included!

- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.

Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- Tuition Reimbursement - Invest in your ongoing education and development.

- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- Professional Development Opportunities: Participate in training programs, workshops, and conferences

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 assistance and updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams 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, reg...