MAXIMUS Assistant Manager - ES Call Center in Edinburg, Texas

Assists the Manager- ES Call Center in department planning, staffing, scheduling, team member performance, compliance with project and company policies, department reporting, and day to day operational matters. Oversees the ES Call Center in the absence of the Senior Manager.

  • Assists the Site Call Center Manager in the day to day operational activities and decision making related to call center performance standards and targets; assumes a liaison role with appropriate departments and key staff to ensure contractual requirements to the State client are met. Oversees the call center in the absence of the manager.

  • Manages employment actions and activities related to hiring, staffing, training, staff schedules, attendance, leave requests, operational and employee problem resolution, and compliance of MAXIMUS and Project policies and procedures.

  • Conducts performance reviews of supervisory staff, coaches, disciplines, sets development plans, trains new supervisors, and monitors performance of supervisor and work teams on an on-going basis.

  • Generates reports, analyzes trends and gaps and recommends areas for improvement.

  • High school diploma or GED required.

  • 3 years previous experience in call center management or comparable work experience.

  • Previous experience to include 2-4 years' human services experience or experience dealing with the public or 2-5 years supervisory experience health and human services preferred.

  • A Bachelor’s Degree from an accredited college or university preferred

  • Ability to perform quantitative and qualitative analyses of existing business processes

  • Ability to coach, develop and mentor team members

  • Excellent organizational, written, and verbal communication skills

  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment

  • Proficient in Microsoft Office products

  • Ability to work as a team member, as well as independently

  • Must be able to remain in a stationary position for an extended period of time

  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

  • Work is constantly performed in an office environment

  • Internal Candidates: Months of review- July, August, & September 2017

-Must have 95% Quality and Customer Service

-No disciplinary higher than a Verbal Warning or any active DA

-No more than 2 occurrences in the last 90 days.

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.

Requisition ID: 2017-27012

External Company URL: www.maximus.com

EEO Statement: 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.