Sr Call Center Manager (Remote - Frankfort, KY)

Description & RequirementsMaximus 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 call center (at least 500 full time equivalents) required.- Experience in call center operations is required.- CRM experience required.Home Office Requirements:- Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.#LI-Remote #HotJobs0121LI #HotJobs0121FB #HotJobs0121X #HotJobs0121THEEO StatementMaximus 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 TransparencyMaximus 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$95,000.00Maximum Salary$105,000.00* Apply for the job now! Apply for this job