Sr. Operations Manager - (Hybrid-Remote)
About The Position
Maximus is currently hiring for a Sr. Operations Manager. The Sr. Operations Manager provides leadership and oversight of daily operations, ensuring performance metrics, quality standards, and compliance requirements are consistently met. This role drives operational excellence through performance management, staff development, and continuous improvement initiatives. The position collaborates closely with internal leadership and external stakeholders to support effective communication, resolve issues, and ensure adherence to policies, procedures, and regulatory requirements while delivering high-quality service outcomes. This is a hybrid-remote position in Baton Rouge, LA. This job is contingent upon contract award.
Requirements
- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
- Three (3) or more years of people management experience.
Nice To Haves
- Prior Call Center experience
- Prior Medicaid Eligibility experience
Responsibilities
- Oversee the daily operations of a team to ensure performance metrics are met.
- Provide action plans and timelines for performance improvement as needed.
- Maintain updated knowledge of 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.
- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for staff and complete related reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership.
- Monitor compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.
- 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.
- Performs other duties as required by Project leadership.
Benefits
- Quarterly 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.
- Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave
- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
- Tuition Reimbursement - Invest in your ongoing education and development.
- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
- Professional Development Opportunities- Participate in training programs, workshops, and conferences.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
