Healthcare Call Center Manager

Maximus; Frankfort (KY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive bonus

Health insurance

401K matching

Unlimited time off

EAP

Tuition reimbursement

Employee discounts

Wellness program

Professional development

Job summary

Maximus is seeking a Call Center Manager to lead our Kentucky Health Benefits Exchange contact center. The role focuses on managing operations, driving performance, coaching teams, and ensuring service excellence across programs.

The successful candidate will recruit, train, and develop staff while fostering accountability and continuous improvement. This position is contingent upon contract award and offers strong benefits and development opportunities.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience required.
• 4+ years of experience in a management role.

Responsibilities

• Oversee the daily operations of the call center to ensure performance metrics are met.
• Maintain knowledge of call center performance requirements and inform staff of policies.
• Evaluate training needs to ensure staff knowledge across programs.
• Address quality issues with Supervisory team and monitor call quality.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy and staff performance.
• Ensure compliance with ISO standards and applicable laws.
• Recommend policy changes and drive process improvements.

Skills

Leadership

People management

Coaching

Training

Performance improvement

Communication

Education

Bachelor's degree

Graduate degree preferred

Tools

Microsoft Office

Job description

Maximus is seeking a Call Center Manager to lead our Kentucky Health Benefits Exchange contact center. The role focuses on managing operations, driving performance, coaching teams, and ensuring service excellence across programs.

The successful candidate will recruit, train, and develop staff while fostering accountability and continuous improvement. This position is contingent upon contract award and offers strong benefits and development opportunities.