Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center 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.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- 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.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- 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.
Minimum Requirements:
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. 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. Minimum Salary $ 70,000.00 Maximum Salary $ 95,000.00
...Pipe Welder The Pipe Welder will be responsible for welding all sizes of Carbon pipe for skid packaged piping systems. The candidate must be proficient in tack welding, spot welding, and 6G welding using both Mig and Flux methods.Responsibilities Perform welding on various...
...Job PurposeTo maintain cleanliness of all spaces within the hotel.Job ResponsibilitiesMake beds in guest rooms.Replenish supplies such as drinking glasses, writing supplies and bathroom supplies in guest rooms.Clean rooms, hallways, lobbies, lounges, restrooms, corridors...
OverviewWe are seeking a Desktop Support Specialist II to provide advanced technical support for end-user computing environments. This role supports desktops, laptops, printers, collaboration technologies, software applications, and network connectivity. The ideal candidate...
...Construction Site Superintendent Location: York, SC Schedule/Shift: Monday-Friday, 40 hours per week; overtime required as needed Pay: $... ...crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem...
...Job Description Job Description API/Java/Python Developer Hybrid Arlington, VA U.S. Citizenship and TS/SCI and CI poly required @Orchard is retained by a top geospatial technology company in their search for an API/Java/Python Developer to work in their...