Job Introduction:

• Monitor the performance of Consumer Services Specialists (CSSs) and provide feedback and education to staff to meet and exceed individual goals. Compose and deliver monthly, annual, and as needed performance reviews with CSSs.
• Maintain up-to-date knowledge of all Contact Center 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, Web Chat, Co-browse, and Application Processing including Enrollment. Provide assistance and updates to staff regarding these policies and procedures.
• Assist Consumer Services Specialists (CSS) in responding to consumer inquiries and handle escalated calls, including complaints, from Consumer Services Specialists (CSS), as needed.
• Assist with CSS training classes.
• Meet Quality Assurance (QA) and other key performance metrics.
• Evaluate the need for training to ensure specialists maintain current knowledge of multiple programs and work closely with the Quality Assurance and Training departments on the implementation of quality and training initiatives.
• Discuss job performance concerns and personnel-related issues to identify cause and issues and work closely with the Human Resources department on resolving problems.
• 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.

• Bachelor’s Degree from an accredited college or university or equivalent experience.

• 1 year of related experience.
• 6 months of supervisory/leadership experience.
• 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.
• One year of lead/supervisor experience; health or social services field preferred.
• Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of New York health care, social service, and geographic and demographic environments preferred.

Job Description Summary:

Job Summary:

Essential Duties and Responsibilities:

• Supervise the work of customer service representatives 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 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 the Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the 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 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

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 experience in a call center environment required
• Ability to manage a high level of confidentiality
• Proficient in Microsoft office suite
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• 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

Education and Experience Requirements:

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MAXIMUS Introduction: 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 https://www.maximus.com. EEO Statement: 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. Posted Max: USD $59,000.00/Yr. Posted Min: USD $55,341.00/Yr.