Manager-Call Center Operations (Remote-New York City) (Mc Lean, VA)

Manager-Call Center Operations (Remote-New York City)

Maximus is currently hiring for a Manager-Call Center Operations This is an exceptional opportunity to manage the process by which Call Center calls are handled and influence strategic business outcomes and drive excellence and innovation in the business operation. Must be located in the state of New York-This position is temporarily remote with occasional travel to the New York City office. About the PositionMaximus is a global organization that partners with national state and local governments to provide critical health and human services. With decades of experience designing developing and delivering innovative programs and comprehensive solutions Maximus is driven by a mission to strengthen communities and improve the lives of the people we serve. You ll grow professionally as you deepen your leadership and management skills in a hands-on collaborative and dynamic work environment. If you have a passion for bringing together and leading winning teams then we re looking forward to meeting you About the Conflict-Free Evaluation and Enrollment Center (CFEEC) The Conflict-Free Evaluation and Enrollment Center (CFEEC) serves the State of New York by conducting a UAS assessment to determine eligibility for community-based long-term services. The outcome of the assessment informs whether the individual qualifies for in-home services. We are rapidly expanding and have numerous exciting opportunities across the state Position Overview Maximus is seeking an experienced leader and skilled operations strategist to oversee Call Center for the Conflict-Free Evaluation and Enrollment Center (CFEEC) Call Center. Reporting to the Project Director the Call Center Manager is responsible for directing and managing the activities of Central Operations Supervisors Lead CSRs and CSRs to ensure that all performance requirements are met. Job ResponsibilitiesManages the process by which Call Center calls are handled ensuring that questions and concerns are handled accurately and consistently. Ensures that CSRs are provided with updated call scripts program specific resources and relevant external resources. Identifies training areas and makes recommendations on content and delivery of training materials. Reviews and approves documents needed by Call Center staff to handle calls. Identifies operational problems and recommends policy and procedural changes pertinent to the effective and efficient operation of the call center. What You Will Need Bachelor Degree or equivalent combination of education technical training or work experience considered in lieu of degree 5-7 years of related experience in health or social services field Strong supervisory experience with knowledge of Medicaid and Medicare Programs in NYS Excellent organizational interpersonal written and verbal skills with the ability to effectively manage multiple channels of customer communications including phone e-mail Internet Intranet and related technology 2 - 4 years experience with Avaya (ACD System) Genesys workforce management software recording and reporting systems and Excel Ability to perform queuing skill set analysis scheduling efficiency forecasting and managing peak performance under dynamic situations. You Should Have Minimum five years of experience managing a large call center (150 seats). Strong workforce management forecasting skills. Must have Advanced degree. Home Office Requirements Candidates must have their own cell phone Maximus provides company-issued computer equipment Reliable high-speed internet service with 100 Mbps download speed (you can test this by going to www.speedtest.net)