Introduction to Maximus and Our Mission
At Maximus, we are driven by a mission to deliver exceptional customer experiences through our call center operations. As a leader in the industry, we are committed to providing top-notch services that exceed our clients' expectations. We are now seeking an experienced Senior Call Center Manager to join our team and oversee the daily operations of our call center, ensuring that our performance metrics are met and our customers receive the best possible service.
About the Role
The Senior Call Center Manager will be responsible for leading a team of customer service representatives, providing guidance and support to ensure that our project SLAs are met. This is a remote opportunity, offering the freedom and flexibility to work from the comfort of your own home. As a Senior Call Center Manager, you will be the driving force behind our call center's success, and we are looking for a results-driven leader who can motivate and inspire our team to achieve exceptional results.
Key Responsibilities
- Oversee the daily operations of the call center team, ensuring that performance metrics are met and our customers receive exceptional service
- Maintain updated knowledge of call center performance requirements, corporate and project policies, and procedures
- Provide assistance and updates to staff regarding policies and procedures, and evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Collaborate with customers to ensure open communication, cooperation, and timely issue resolution
- Address inadequate quality issues with the supervisory and management teams, and implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center
- 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, and recommend changes to policies and establish procedures to assist in the implementation of process improvements when necessary
Essential Qualifications
To be successful in this role, you will need:
- A Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or an equivalent combination of education and experience
- Three (3) years of people management experience, with a proven track record of leading high-performing teams
- Residency in or near Frankfort, KY, or willingness to relocate to the area preferred
- Must be willing and able to travel up to 25% of the time as business need dictates
- Experience with a large-scale telephony system required, as well as experience managing a large-scale call center (at least 500 full-time equivalents)
- Experience in call center operations is required, with a strong understanding of CRM systems and call center technology
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience working in a remote or virtual environment, with a proven ability to work independently and manage a team remotely
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, staff, and stakeholders
- Experience with process improvement and quality management, with a proven track record of implementing changes that drive results
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Strong leadership and management skills, with the ability to motivate and inspire a team
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, staff, and stakeholders
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
- Ability to work in a fast-paced environment, with a proven ability to prioritize tasks and manage multiple projects simultaneously
- Strong attention to detail, with a focus on quality and customer satisfaction
Career Growth Opportunities and Learning Benefits
At Maximus, we are committed to the growth and development of our employees. As a Senior Call Center Manager, you will have access to a range of training and development opportunities, including:
- Professional development opportunities, including training programs, workshops, and conferences
- Leadership development programs, designed to help you build your skills and knowledge as a leader
- Opportunities for advancement, with a clear career path and opportunities for growth and development
- Access to a range of resources and tools, including industry-leading technology and software
Work Environment and Company Culture
At Maximus, we are proud of our company culture and the values that drive our business. As a Senior Call Center Manager, you will be part of a dynamic and supportive team, with a focus on:
- Work-life balance, with a range of benefits and programs designed to support your well-being and quality of life
- Diversity, equity, and inclusion, with a commitment to creating a workplace that is inclusive and respectful of all employees
- Recognition and reward, with a range of programs and initiatives designed to recognize and reward outstanding performance
- Community involvement, with opportunities to get involved in local community initiatives and charitable events
Compensation, Perks, and Benefits
As a Senior Call Center Manager at Maximus, you will be eligible for a range of benefits, including:
- Competitive salary and bonus structure, with opportunities for advancement and growth
- Comprehensive insurance coverage, including medical, dental, vision, and life insurance
- 401(k) retirement savings plan, with company matching and a range of investment options
- Paid time off package, including holidays, vacation time, and sick leave
- Employee perks and discounts, including exclusive discounts on products and services
Conclusion
If you are a results-driven leader with a passion for customer service and a proven track record of success in call center operations, we want to hear from you. As a Senior Call Center Manager at Maximus, you will have the opportunity to lead a high-performing team, drive results, and build a rewarding and challenging career. Apply today and take the first step towards an exciting and rewarding career with Maximus.
We Want to Hear From You!
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
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