Job Description Summary
A Call/Contact Center Supervisor is responsible for providing front-line, first level supervision and leadership to Customer Service Representatives (CSRs) with the goal of meeting program objectives and customer service level agreements. A Call / Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.• Supervise the work of Federal Student Aid (FSA) Loan Servicing CSRs to ensure adherence to quality standards, deadlines, and proper procedures, and correcting errors and resolving problems as needed• Interview and recommend hiring and promotion of contact center staff, through partnering with 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 impacts, and work closely with Human Resources to resolve issues• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and 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, providing coaching on a regular basis, and responding to incoming calls, e-mails, chats, Credit Bureau Requests and general correspondence during peak or high volume periods, as needed• Participate in meetings and recommend changes to policies and procedures• Assume leadership responsibility for departmental tasks and contact center activities as required• Support and enforce contact center expectations• Participate in 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
Essential Duties and Responsibilities:- Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.- Maintain updated knowledge of all project programs.- Provide staff mentoring and coaching on an ongoing basis.- Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.- Review and analyze call center reports and discover root causing issues.- Attend supervisor meetings and conduct unit meetings.- Follow up on customer complaints.- Evaluate staff performance and conduct annual evaluations.- Ensure compliance with all applicable requirements of the contract, state and federal regulations.- Assist the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.- Work with the Operations Manager to develop performance goals and objectives for all call center staff.- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.- Monitor performance including call quality and systems documentation.- Assures the project is in compliance with MAXIMUS standards and procedures.- Perform other duties as may be assigned by management.Minimum Requirements:- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.- Minimum of two (2) years of related experience.- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.- Comply with all company required policies, procedures and processes including but not limited to required training.- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.- Generally supervises semi-skilled employees or a few individual professional contributors.- Works on issues of limited scope.- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.- Monitors daily operations of a unit or sub-unit.- Requires full knowledge of own area of functional responsibility.- Frequently interacts with subordinate employees and functional peer groups.- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.- Receives predetermined work assignments that are subject to a moderate level of control and review.- Directs subordinates to complete assignments using established guidelines, procedures and policies.
* Develop work schedules and assign duties to subordinates to ensure efficiency.- Evaluate subordinates' job performance and recommend appropriate personnel action.- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.- Identify training needs and development opportunities for subordinates.
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit .
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.