Call Center Manager: Lead, Coach & Elevate Service Quality

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

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.