Call Center Manager

Maximus

74d•$70,000 - $95,000•Onsite

About The Position

Maximus is hiring a Call Center Manager to support a Medicaid Eligibility program within the State and Local sector onsite in Topeka, KS. Medicaid Eligibility involves reviewing and determining eligibility for public assistance programs such as Medicaid, SNAP, and TANF, often in coordination with CHIP and WIC. When individuals apply for these services, our teams conduct comprehensive eligibility reviews to ensure accurate and timely determinations. This position is contingent upon contract award.

Requirements

Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
Experience managing call center operations in a Medicaid, eligibility, or government services environment.
Demonstrated experience managing performance metrics, SLAs, and quality programs.
Experience overseeing or coordinating omnichannel customer service operations.
Strong people leadership, coaching, and escalation management skills.
Familiarity with compliance-drive environments and continuous improvement practices.
Must be willing and able to work onsite in Topeka, KS.
Must be willing and able to accept an offer that is contingent upon award.

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 updates to staff regarding these policies and procedures.
Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
Address inadequate quality issues with Supervisory team 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, regulations, policies, and procedures pertinent to the Call Center.
Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
Responsible for identifying and resolving issues, problems, and concerns with employees.
Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
Provide direction to staff when complaints are escalated to management level.
Managing daily performance against SLAs and KPIs across all customer contact channels.
Coordinating staffing and workload distribution to support efficiency and service level targets.
Partnering with Quality Assurance and Training teams to address quality issues, support targeted coaching and ensure consistent customer experience.
Identify training needs and collaborating with Training teams to ensure staff maintain current knowledge of policies, procedures, and programs.
Monitor operational trends, identify risks or bottlenecks, and escalating items as needed.
Supporting implementation of process improvements, automation, and policy-driven changes.

Benefits

Regular bonuses based on performance
Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
Life insurance benefits
Discounts on Auto, Home, Renter's, and Pet insurance.
401K Retirement Savings plan and Company Matching.
UTO, Holidays, and sick leave
Short and Long Term Disability coverage.
Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
Recognition Platform
Tuition Reimbursement
Employee Perks and Discounts
Maximus Wellness Program and Resources
Professional Development Opportunities- Participate in training programs, workshops, and conferences.