Location: Richmond, VA (must work onsite after Covid restrictions are lifted).

Nonexempt position up to $20.00/hr.

Essential Duties and Responsibilities:

• Responsible for monitoring, evaluating and directing staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.
• Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.
• Assist with the development, analysis and distribution of project reports and performance indicators.
• Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.
• Conduct monitoring activities for quality assurance purposes.
• Assist with monitoring performance and meeting contractual requirements.
• Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.
• Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
• Assist with staff training, as necessary.
• Meet all standards established for this position as outlined in the attached performance criteria.
• Perform other duties as may be assigned by corporate management.

Minimum Requirements:

• High School diploma or equivalent with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Work on assignments that are routine in nature, with responsibilities easily learned on the job.
• Acquire job skills and learns applicable policies and procedures to complete routine tasks.
• Able to read, understand & perform assignments within prescribed guidelines.
• Communicate routine information in a clear and accurate way with internal & external contacts.

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.