Supervisor - Cus Svc - Repayment Options Department

Job Introduction

Maximus is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high-quality health and human service programs to a diverse array of communities. Operating under Maximus’s founding mission of Helping Government Serve the People® since 1975, Maximus Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. A Contact Center Supervisor supporting the Aidvantage Repayment Options team is responsible for providing first level supervision and leadership to team leads and processing agents with the goal of meeting program objectives and customer service level agreements. A Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.

Job Summary

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.- Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.- 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 the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.- Work with the Operations Manager to develop performance goals and objectives for all call center staff.- 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 MAXIMUS standards and procedures.- Perform other duties as may be assigned by management.Minimum Requirements:- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.- Minimum of two (2) years of related experience.- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.- Comply with all company required policies, procedures and processes including but not limited to required training.- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.- Generally supervises semi-skilled employees or a few individual professional contributors.- Works on issues of limited scope.- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.- Monitors daily operations of a unit or sub-unit.- Requires full knowledge of own area of functional responsibility.- Frequently interacts with subordinate employees and functional peer groups.- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.- Receives predetermined work assignments that are subject to a moderate level of control and review.- Directs subordinates to complete assignments using established guidelines, procedures and policies.

- Develop work schedules and assign duties to subordinates to ensure efficiency.- Evaluate subordinates' job performance and recommend appropriate personnel action.- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.- Identify training needs and development opportunities for subordinates.

Education and Experience Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise the work of Federal Student Aid (FSA) Loan Servicing team leads and processing agents to ensure adherence to quality standards, deadlines, and proper 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 d