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Supervisor - Call Center

Expired Job

Maximus, Inc. Harrisburg , PA 17101

Posted 2 months ago

ResponsibilitiesEDUCATION/EXPERIENCE: Associate Degree preferred; 2-4 years call center leadership experience considered in lieu of degree.

Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner; computer literacy; ability to quickly learn new software programs; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently. JOB RESPONSIBILITIES:1. Reports to the Call Center Manager and directly responsible for supervising Enrollment Specialists (ES) and identified call center activities (i.e. running daily blast message, the outbound dialer, processing mail, completion of expedited plan transfers, etc.)2.

Monitors the performance of assigned Enrollment Specialists and provides feedback and education to improve individual and team performance using the following: Personal Trackers to track both good and bad performance, direct floor observation and coaching (Manage by Walking), MAXDat reports, Answer On, Avaya, NICE and conducting weekly scheduled team meetings. 3. Timely review and distribution of Enrollment Specialist performance goals, progress and next steps.

This includes: reviewing weekly performance, side by side coaching with each Enrollment Specialist, creating Mentoring and Development Plans, regular review of QA monitors providing feedback and coaching to ensure levels of service are achieved, follow-up on below standard QAs with the ES to listen, coach, and educate. 4. Assists with the development and implementation of procedures pertinent to the effective and efficient operation of the Call Center5. Provides training assistance to new Enrollment Specialists and provides refresher training when needed to ensure staff is effectively and efficiently meeting consumer and project needs.6.

Assists in resolving and escalating issues reported by the call center.7. Ensures staff maintains knowledge of all program information by utilizing the MAXKnowledge system for updates, materials, scripts, etc.8. Use Workday software to request, track and approve team administrative tasks9.

Completes and reviews with staff quarterly bonus performance reviews.10. Completes and reviews annual Focal Point (performance) review.11. Meets all standards established for this position as outlined in the attached performance criteria.12. Performs other duties as assigned by management

The Ideal Candidate will Possess the Following Additional Education and Experience
1.Reports to the Call Center Manager and directly responsible for supervising Enrollment Specialists (ES) and identified call center activities (i.e. running daily blast message, the outbound dialer, processing mail, completion of expedited plan transfers, etc.)
2.Monitors the performance of assigned Enrollment Specialists and provides feedback and education to improve individual and team performance using the following: Personal Trackers to track both good and bad performance, direct floor observation and coaching (Manage by Walking), MAXDat reports, Answer On, Avaya, NICE and conducting weekly scheduled team meetings.
3.Timely review and distribution of Enrollment Specialist performance goals, progress and next steps.

This includes: reviewing weekly performance, side by side coaching with each Enrollment Specialist, creating Mentoring and Development Plans, regular review of QA monitors providing feedback and coaching to ensure levels of service are achieved, follow-up on below standard QAs with the ES to listen, coach, and educate.
4.Assists with the development and implementation of procedures pertinent to the effective and efficient operation of the Call Center
5.Provides training assistance to new Enrollment Specialists and provides refresher training when needed to ensure staff is effectively and efficiently meeting consumer and project needs.
6.Assists in resolving and escalating issues reported by the call center.
7.Ensures staff maintains knowledge of all program information by utilizing the MAXKnowledge system for updates, materials, scripts, etc.
8.Use Workday software to request, track and approve team administrative tasks
9.Completes and reviews with staff quarterly bonus performance reviews.
10. Completes and reviews annual Focal Point (performance) review.
11. Meets all standards established for this position as outlined in the attached performance criteria.
12. Performs other duties as assigned by management

EEO StatementEEO 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.



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Supervisor - Call Center

Expired Job

Maximus, Inc.