Essential Duties and Responsibilities:
- Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.
- Maintain updated knowledge of all project programs.
- Provide staff mentoring and coaching on an ongoing basis.
- Review and analyze call center reports and discover root causing issues.
- Attend supervisor meetings and conduct unit meetings.
- Follow up on customer complaints.
- Evaluate staff performance and conduct annual evaluations.
- Ensure compliance with all applicable requirements of the contract, state and federal regulations.
- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.
- Monitor performance including call quality and systems documentation.
- Assures the project is in compliance with established standards and procedures.
- Perform other duties as may be assigned by management.
- Bachelor's degree in related field.
- 3-5 years of relevant professional experience required.
- Equivalent combination of education and experience considered in lieu of degree.
- Must live in near Milwaukee, WI - Must be willing to work onsite at our Milwaukee, WI location - Experience with TANF policy and programs, specifically Wisconsin Works/ W2 program and associated systems strongly preferred - Current or recent certification as W2 FEP by WI DCF strongly preferred 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.