Medicaid Call Center Manager - Onsite Topeka

Maximus

Topeka (KS)

On-site

USD 70,000 - 95,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation with bonuses

Comprehensive insurance options

Job summary

Maximus is seeking a Call Center Manager to support a Medicaid Eligibility program onsite in Topeka, KS. You will oversee daily call center operations, ensuring performance metrics and SLAs are met, while coordinating with QA and Training teams to improve quality and staff development.

The role requires leadership to drive omnichannel support, compliance, and process improvements. A bachelor’s degree with 5+ years of relevant experience is preferred, and eligibility for an onsite assignment is

Qualifications

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.

Responsibilities

Oversee the daily operations of a call center team to ensure performance metrics are met.
Maintain updated knowledge of call center performance requirements and policy changes; brief staff accordingly.
Evaluate training needs to ensure staff stay current on programs.
Address quality issues with Supervisory team and supervise calls reviews.
Monitor performance and provide regular reports on goals and KPIs.
Lead with updates on quality, training, policies, staff issues, and performance.