Essential Duties and Responsibilities:
- Supervise a team of employees through cultivation of a high performance team
- Ensure adequate staff coverage for assigned program area
- Serve as subject matter expert for identified area of program knowledge
- Ensure assigned team is meeting contract and individual SLA's, and related requirements
- Work with contract management and shared services to identify opportunities for improvement and efficiencies
- May attend client and stakeholder meetings
- Performs other related duties as assigned.

- Assist with escalated issues or cases and correcting errors or problems as needed. - Participate in project meetings and recommend changes to policies and procedures; attend client and stakeholder meetings as requested. - Assume leadership responsibility for departmental tasks and call center activities as required - Support and enforce call center expectations - 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 - Provide staff mentoring and coaching on an ongoing basis. Develop and evaluate employee key performance indicators on a weekly, monthly, quarterly, and annual basis to identify training needs and development opportunities. - Conduct annual evaluations for direct report personnel. - Discuss job performance concerns with employees to identify causes, issues, and work closely with the Human Resources department on resolving problems. - Maintain a high level of confidentiality while performing all work tasks
Minimum Requirements
- Bachelor's degree or equivalent combination of education, technical training, or relevant experience in lieu of degree
- Minimum of two years of related experience.

- 2 to 5 years of relevant supervisory and professional experience- 2 to 5 years of relevant helpdesk and/or call center experience- Proficient in MS Office Suite
Preferred Skills- Experience with Genesys Communication System

Home Office Requirements: 

- Maximus provides company-issued computer equipment 

- Reliable high-speed internet service 

*Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity  

*Minimum 5 Mpbs upload speeds 

- Private and secure workspace 

#LI-Remote 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.