Team Leader - Call Center

Maximus, Inc. Boston , MA 02298

Posted 2 months ago

Job Description: Summary

MAJOR PURPOSECoordinate unit call center operations and activities with Call Center Supervisor while monitoring the performance and providing feedback and/or coaching of staff. Perform routine QC reviews of call center staff to help improve operations.

Assist with managing inbound and outbound calls that are routine in nature by answering inquiries, clarifying information, researching, locating, and providing relevant information. ESSENTIAL JOB DUTIES Coordinate unit call center operations and activities Monitor performance and provide feedback and coaching of staff to improve performance (perform QC evaluations) Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s) Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards Meet Quality Assurance, production requirements, and other key performance metrics Support and enforce call center expectations as well as departmental and corporate policies and procedures Be proficient in all activities and job functions of Administrator I and II and be able to handle any issues that arise from either group May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails Listen attentively to customer needs and concerns; demonstrate empathy Track and escalate case issues, as needed. Performs other duties as may be assigned by managementEDUCATION REQUIRED High school diploma or GED EDUCATION PREFERRED Associate degree REQUIRED KSAs At least three (3) years of relevant experience required Proficiency in Microsoft Office (Word and Excel) Leadership and team interaction skills required Experience working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner Must be able to navigate and efficiently use customer relationship management (CRM) systems Excellent organizational, interpersonal, written, and verbal communication skills Ability to perform comfortably in a fast-paced environment Ability to successfully execute many complex tasks simultaneously Ability to work collectively and independentlyPHYSICAL REQUIREMENTS Must be able to remain in a stationary position for an extended period of time Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds Work is constantly performed in an office environment

MAXIMUS Introduction

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO 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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Team Leader - Call Center

Maximus, Inc.