Call Center Supervisor - Indianapolis, IN

Essential Duties and Responsibilities:

- Research escalated calls and decide the disposition of the case either for further escalation or to be reviewed by response team for resolution.

- Review calls monitored by quality control to determine if findings are agreed upon or if a challenge will be made.

- Create reports and analyze statistical data regarding CSR performance.

- Review monitored calls from Quality Control to determine feedback to be delivered to CSRs for development.

- Monitor and review overall CSR performance.

- Update performance files with data pertaining to direct reports overall performance.

- Create performance plans and disciplinary actions as needed.

- Answer questions pertaining to client calls.

- Assist direct reports in the usage of tools including Knowledge Source, MaxE, Perinate, and all software used on a daily basis.

- Field escalated calls directed to SEU from supervisors when they are no longer able to assist.

- Review and respond to email.

- Monitor the incoming call queue

- Perform other duties as may be assigned by management.

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.

- Valid State driver's license or ID.

Preferred Skills and Qualifications

- Experience working on the Indiana Eligibility program.

- Call Center/Contact Center experience.

- Spanish-bilingual fluency.

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 ...