Senior Director Call Center Operations

Company: Maximus, Inc.
Location: Boston
Posted on: April 10, 2021

Job Description:

This position will act as the Senior Director of Contact Center Operations for the MassHealth Customer Service Project, MAXIMUS Health Services Operations project. Th is position will be based out of the Boston office. The Senior Director of Call Center Operations will perform as a key member of the senior management team and is responsible for meeting the performance and quality requirements for the contact center including call center operations, training, quality, and knowledge management. JOB RESPONSIBILITIES1. Directs the day to day operations of the call center ensuring service and quality metrics are met or exceeded 2. Manages the Call Center Training Team, ensuring that new hire and ongoing training represents training and organizational best practices and all contractual requirements are met3. Maintains an effective quality monitoring program that meets contract requirement, represents industry best practices, provides individual feedback and contributes to a cycle of continuous improvement in the call center4. Manages the call center to reflect industry best practices and achieves industry certifications such as Call Center of Excellence or others to validate the standard of performance 5. Using organizational and industry best practices oversees the development and maintenance of an annual call forecast that serves as the foundation for staff and training planning6. Ensures the availability of a robust knowledge management system that has a comprehensive library of all program information, talking points and call center processes, maintains the system in accordance with contract requirements and promotes its use with CSRs as the source of information 7. Develops department performance goals and objectives and monitor achievement of such goals and cascades them to individual team members as appropriate8. Propose changes in procedures and processes for improvement including a minimum of 4 quality improvement projects per contract year9. Identifies risks/issues and develops mitigation plans and oversees their execution10. Supervises the Call Center Management Team and develops the team's performance in aggregate and individually11. Perform other duties as assignedRequired Education * Bachelor's Degree from an accredited college or university or 4-6 years of directly related work experience in-lieu of degree Skills and Experience * At least 5 years of experience operating a large contact center of 250-500 seats.* At least 7 years of management experience, including management of managers, supervisors and other key staff * Proven ability to improve contact center operations * Working knowledge of contact center technology including telephony, workforce management, knowledge management and CRM* Experience developing and maintaining call forecasts * Proven ability to successfully lead a diverse workforce consisting of both in-office and remote workers* Proven ability to develop and manage budget and financial forecasts; meet and exceed goals* Ability to develops performance goals and objectives for direct reports and monitor the achievement of those goals* Proven ability to monitor performance against key indicators established internally or by the client* Excellent organizational, written, and verbal communication skills* Excellent people management skills* Strong client management skills* Computer literacy in Microsoft programs (Excel, Project, etc.)Preferred Skills or Knowledge:* WFM, Cisco or similar Telephony Systems, IVR and CRM Technology * Quality Training and Continuous Process Improvement* Healthcare/government experienceA committed and diverse workforce is our most important resource. MAXIMUS is and 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.

Keywords: Maximus, Inc., Boston , Senior Director Call Center Operations, Executive , Boston, Massachusetts