Description & Requirements

This is a Limited-Service role (with benefits) for approximately 9 months with the potential to be extended. This position is hybrid remote, so the selected candidate will need to live within a commutable distance to our Lawrenceville, NJ office as the contract will require you to occasionally work onsite at our Lawrenceville, NJ office.

The Contact Center Supervisor is primarily responsible for supervising call center operations and activities while assisting with the development and implementation of procedures pertinent to the effective and efficient operation of the Contact Center.

1 or more years of supervisory experience is required.

Essential Duties and Responsibilities:

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and call center activities as required
• Support and enforce call center expectations
• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
• Maintain a high level of confidentiality while performing all work tasks
• Perform other duties as assigned by leadership.
• Monitor the performance of Consumer Services Representatives (CSRs) and provide feedback and education to staff to meet and exceed individual goals. Compose and deliver monthly, annual, and as needed performance reviews with CSRs.
• Maintain up-to-date knowledge of all Customer Assistance Center (CAC) programs and systems as well as the Contact Center performance requirements and Corporate/Project policy and procedures. This includes but is not limited to Marketplace General Information, and Application Processing including Enrollment. Provide assistance and updates to staff regarding these policies and procedures.
• Assist Consumer Services Representatives (CSRs) in responding to consumer inquiries and handle escalated calls, including complaints, from Consumer Services Representatives (CSRs), as needed.
• Assist with CSR training classes.
• Meet Quality Assurance (QA) and other key performance metrics.
• Evaluate the need for training to ensure representatives maintain current knowledge of multiple programs and work closely with the Quality Assurance and Training departments on the implementation of quality and training initiatives.
• Report any personnel-related issues to the Human Resources.
• Anticipate issues proactively and escalate to management as appropriate.
• Review and provide feedback on Contact Center documentation and processes.
• Responsible for adhering to established safety standards.
• 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
• Perform other duties as assigned by management.

Minimum Requirements

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Minimum of two (2) years of experience in a call center environment preferred.
• Computer literacy: ability to quickly learn new software programs.
• Ability to coach, develop, and mentor team members.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of New Jersey health care, social service, and geographic and demographic environments preferred.

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

$ 52,200.00

Annual Base Pay Maximum for this Position

$ 55,000.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.