Call Center Manager

Maximus; Topeka (IN); On-site; USD 70,000 - 95,000; Full time

Job summary

Maximus is seeking a senior call center operations leader to oversee daily performance, KPIs, and staffing for all channels in Topeka, KS. You will drive quality, training, and policy adherence while guiding staff through complex escalations and improving processes.

The role requires a bachelor’s degree and 5+ years in government or Medicaid contact centers, with strong leadership and omnichannel management skills.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• Experience managing call center operations in a Medicaid, eligibility, or government services environment.
• Experience overseeing omnichannel customer service operations.

Responsibilities

• Oversee daily operations of a call center team to meet performance metrics.
• Monitor and report on KPIs and SLAs across all channels.
• Coordinate staffing and workload distribution to achieve service targets.
• Lead quality assurance, coaching, and training initiatives with QA and Training teams.
• Identify risks, implement process improvements, and ensure policy compliance.
• Provide escalated issue resolution and staff guidance to maintain high customer experience.

Skills

People leadership

Coaching

Escalation management

Performance metrics

SLAs

Omnichannel

Communication

Education

Bachelor's degree

Tools

MS Office

CRM systems

Job description

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.Managing daily performance against SLAs and KPIs across all customer contact channels.Coordinating staffing and workload distribution to support efficiency and service level targets.Partnering with Quality Assurance and Training teams to address quality issues, support targeted coaching and ensure consistent customer experience.Identify training needs and collaborating with Training teams to ensure staff maintain current knowledge of policies, procedures, and programs.Monitor operational trends, identify risks or bottlenecks, and escalating items as needed.Supporting implementation of process improvements, automation, and policy-driven changes.Minimum RequirementsBachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.Experience managing call center operations in a Medicaid, eligibility, or government services environment.Demonstrated experience managing performance metrics, SLAs, and quality programs.Experience overseeing or coordinating omnichannel customer service operations.Strong people leadership, coaching, and escalation management skills.Familiarity with compliance-drive environments and continuous improvement practices.Must be willing and able to work onsite in Topeka, KS.Must be willing and able to accept an offer that is contingent upon award.#LI-OnsiteEEO 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] Salary$70,000.00Maximum Salary$95,000.00