Sr Call Center Manager (Remote - Frankfort, KY)
Job title: Sr Call Center Manager (Remote - Frankfort, KY) in Frankfort, KY at Maximus Company: Maximus Job description: Maximus is currently hiring for a Sr. Call Center Manager remote opportunity in Frankfort, KY. Residency must be in/or commutable distance to Frankfort, KY. Maximus may consider remote work for talent willing and able to travel up to 50% of the time. The Sr. Call Center Manager is responsible for overseeing the Call Center operations and training to ensure that project SLAs are met. The project will be a multichannel, multiprogram contact center that will support multiple clients throughout the state of Kentucky.This job is contingent upon contract award.At Maximus we offer a wide range of benefits to include:- Work/Life Balance Support - Flexibility tailored to your needs!- Competitive Compensation - Bonuses based on performance included!- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.- Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.- Tuition Reimbursement - Invest in your ongoing education and development.- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.- Professional Development Opportunities: Participate in training programs, workshops, and conferencesEssential 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 assistance and updates to staff regarding these policies and procedures.- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.- Address inadequate quality issues with the supervisory and management teams 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 7+ years of relevant professional experience required, or equivalent combination of education and experience.- Three (3) years of people management experience.- Must currently live in or near Frankfort, KY or plan to relocate to the area.- Must be willing and able to work both in our Frankfort, KY offices, as well as remotely.- Must be willing and able to travel up to 50% of the time as business need dictates.- Experience with a large-scale telephony system required.- Experience managing a large-scale ca