Call Center Manager; Jefferson , MO

Call Center Manager (Jefferson City, MO)

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Description & Requirements

• This position is contingent upon contract award.
• Maximus is currently hiring for an onsite Call Center Manager position in Jefferson City, MO. The Call Center Manager will be responsible for overseeing daily operations and ensuring that project Service Level Agreements (SLAs) are consistently met. The project will involve managing a multichannel, multiprogram contact center that supports multiple clients throughout the state of Missouri.

Why Maximus?

• Competitive Compensation - Quarterly bonuses based on performance included!
• Comprehensive insurance coverage – Medical, Dental, Vision, Prescription, and partially funded HSA;
  Life insurance and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning – 401K retirement savings plan with company matching.
• Paid Time Off – UTO, Holidays, and sick leave;
  Short and Long Term Disability coverage.
• Holistic Wellness Support – Employee Assistance Program (EAP) resources.
• Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement – Ongoing education and development.
• Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.
• Wellness Program and Resources – Tailored wellness programs.
• Professional Development Opportunities – Training plans, workshops, conferences.

Essential Duties and Responsibilities

• Oversee daily operations of a call center team to meet performance metrics.
• Maintain updated knowledge of performance requirements, corporate and project policies, and procedures; provide updates to staff.
• Determine training needs to keep staff current on multiple programs.
• Address quality issues with supervisory team regarding call reviews and corrections.
• Monitor performance goals and objectives; complete daily and weekly reports.
• Report to leadership on quality, training, policy, procedures, staff issues and departmental performance.
• Ensure compliance with ISO standards.
• Implement corrective actions for laws, regulations, policies, and procedures.
• Evaluate performance, write appraisals, provide corrective actions.
• Identify and resolve employee issues, problems, concerns.
• Recommend policy changes and assist with process improvements.
• Direct staff on escalated complaints.

Minimum Requirements

• Bachelor's degree in relevant field and 5+ years of professional experience, or equivalent combination of education and experience.
• Willing and able to work onsite in Jefferson City, MO.
• Willing and able to travel up to 50% of the time.
• Experience with large-scale telephony system.
• Experience managing a large-scale call center (at least 500 FTEs).
• Experience in call center operations.
• CRM experience.
• Medicaid enrollment preferred.
• 3+ years of people management experience highly preferred.

EEO Statement

Maximus 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 Transparency

Maximus compensation is based on various factors including job location, education, training, experience, travel, market analysis, seniority, and merit systems. Annual salary is one component; other rewards may include short- and long-term incentives and program-specific awards. Compensation ranges may differ but are commensurate with job duties and experience.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance. If you require assistance, contact People Operations at .

Minimum Salary: $70,250.00

Maximum Salary: $90,500.00