Senior Operations Manager

3 weeks ago

Richmond, Virginia, United States MAXIMUS Full time
Job Title: Senior Operations Manager

Maximus is seeking a highly skilled Senior Operations Manager to join our team. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our call center and other business processes.

Key Responsibilities:
  • Oversee the daily operations of the call center team to ensure performance metrics are met.
  • Develop and implement action plans to improve performance and address quality issues.
  • Maintain updated knowledge of call center performance requirements and corporate policies and procedures.
  • Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.
  • Collaborate with customers to ensure open communication, cooperation, and timely issue resolution.
  • Address inadequate quality issues with supervisory and management teams.
  • Monitor performance goals and objectives for call center staff and complete related reports.
  • Provide leadership updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
  • Implement necessary corrective actions to ensure consistent application of laws, regulations, policies, and procedures.
  • Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
  • Identify and resolve issues, problems, and concerns with employees.
  • Recommend changes to policies and establish procedures and assist in the implementation of process improvements.
  • Provide direction to staff when complaints are escalated to management level.
  • Perform other duties as required by Project leadership.
Requirements:
  • Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
  • Three (3) or more years of people management experience.
Preferred Skills and Qualifications:
  • Demonstrated ability to manage and motivate a large number of employees.
  • Extensive experience managing staff in a call center environment.
  • Quality and Appeals Team experience strongly preferred.
  • Experience managing Mailroom staff and equipment strongly preferred.
  • Experience managing remote staff.
  • Demonstrated ability to establish and maintain relationships with key stakeholders.
  • Prior experience assisting in the development and implementation of Client data exchange processes preferred.
  • Knowledge of Microsoft Office Products (MS Word, Excel, PowerPoint).
  • Highly developed written and oral communication skills.
  • Strong interpersonal skills.
  • Ability to work in a dynamic and changing environment.
  • Ability to work independently with minimal supervision while adhering to professional code of ethics, performance expectations, and all policies and procedures as outlined by the Project and Organization.
What We Offer:
  • Competitive salary range: $81,000.00 - $130,000.00 per year.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • A comprehensive benefits package, including health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.

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