Call Center Manager

Maximus Federal; Frankfort (KY); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Annual bonuses based on performance

Comprehensive health insurance (MS, D,

HSA partially funded

401K with company match

Unlimited time off (UTO)

EAP and wellness programs

Tuition reimbursement

Job summary

Maximus Federal is seeking a Call Center Manager to lead Kentucky Health Benefits Exchange operations, drive performance, and ensure high-quality customer service. The role focuses on workforce planning, coaching, and compliance with contractual standards.

The candidate will recruit, train, and develop teams, foster accountability, and implement continuous improvement across shifts and programs. This is a contract-dependent leadership role with strong emphasis on metrics and quality.

Qualifications

• Bachelors degree in a relevant field and 5+ years of relevant professional experience, or equivalent.
• 4+ years in a management role, demonstrating leadership and team development.
• Preferred: Bachelor's degree in a relevant field or equivalent contact center experience.
• Proficiency in Microsoft Office applications and data reporting.

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Maintain updated knowledge of program policies and procedures; inform staff.
• Identify training needs to keep staff current on multiple programs.
• Address quality issues with supervisors and monitor calls for improvement.
• Monitor performance, write appraisals, and implement corrective actions.
• Provide direction on escalated complaints and drive process improvements.
• Ensure compliance with ISO standards and applicable laws.

Skills

Leadership

Team management

Recruitment

Coaching

Training

Performance improvement

MS Office

Education

Bachelor's degree

Graduate degree

Tools

Microsoft Office Suite

Job description

Description & RequirementsMaximus is currently hiring a Call Center Manager to support our Kentucky Health Benefits Exchange team.The Call Center Manager will oversee contact center operations, drive employee performance, and ensure the delivery of high-quality customer service. This leadership role is responsible for workforce planning, performance management, operational reporting, and maintaining compliance with contractual and quality standards.The successful candidate will have demonstrated experience in recruiting, training, coaching, and developing teams while fostering a culture of accountability, engagement, and continuous improvement.This job is contingent upon contract award.Why Maximus?- Competitive Compensation - Annual bonuses based on performance included!- ️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.- ️ Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave.- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.- Tuition Reimbursement - Invest in your ongoing education and development.- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.- Professional Development Opportunities - Participate in training programs, workshops, and conferences.Essential Duties and Responsibilities:- Oversee the daily operations of a call center team to ensure performance metrics are met.- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.- Monitor call center compliance with ISO standards as applicable.- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.- Responsible for identifying and resolving issues, problems, and concerns with employees.- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.- Provide direction to staff when complaints are escalated to management level.Minimum Requirements- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.- 4+ years of experience in a management role.Preferred Skills and Qualifications- Bachelor's degree in a relevant field of study or equivalent contact center experience highly preferred.- Graduate degree in a relevant field of study.- Proven leadership and team management skills.- Experience in recruitment, coaching, training, and performance improvement.- Proficiency in Microsoft Office applications.EEO StatementMaximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail].