Supervisor - Cust Comm (Aidvantage)

**Description & Requirements**

Maximus is looking to add a Supervisor to join our team. Among the many things you will be responsible for, you will be s upervising the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.

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. Minimum Requirements: - 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.

A Call/Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.

**Job Duties**:

- Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
- Develop work schedules and assign duties to direct report personnel to ensure efficiency.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
- Discuss job performance concerns with employees to identify causes and impacts.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks.
- Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports.
- 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.
- Provide coaching on a regular basis,
- Participate in meetings and recommend changes to policies and procedures.
- Assume leadership responsibility for departmental tasks and contact center activities as required.
- Support and enforce contact center expectations.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases as needed.

**Education and Requirements**:

- Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
- High School Diploma or equivalent required.
- Minimum of two (2) years of experience in a call / contact center environment required.
- Must have high-speed internet (minimum of 25 mbps) to work from home / remotely.
- Must connect an Ethernet cable directly to the router (cannot connect via Wi-Fi.)
- Must have a quiet workspace with no background noise.
- Ability to maintain a high level of confidentiality.
- Excellent organizational, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member, as well as independently.
- Must be able to remain sedentary for extended periods of time.
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
- Will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
- Must be able to certify in functions being trained.
- May be required to work scheduled holidays, overtime, and weekends.
- May be required to pick up equipment at the nearest Maximus location

**Additional Requirements as per contract/client**:

- Must be a U.S. citizen.
- Must reside in the U.S.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education. Obtaining and Maintaining a PIV-I card is a requirement of this position.
- PIV-I cards must be picked u