Medicaid Call Center Manager - Topeka, KS

Maximus, Inc.; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance coverage

401K Retirement Savings

Paid Time Off

Tuition reimbursement

Professional development

Job summary

Maximus is hiring a Call Center Manager to lead the Medicaid Eligibility program onsite in Topeka, KS. You will oversee daily operations, monitor SLAs, and drive continuous process improvements across omnichannel channels.

We require 5+ years in call center leadership in Medicaid/government settings, strong coaching and escalation skills, and a commitment to compliance. The position is contingent upon contract award.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of experience, or equivalent.
• Experience managing call center operations in Medicaid/government environment.
• Experience managing performance metrics, SLAs and quality programs.
• Experience overseeing omnichannel customer service operations.
• Strong people leadership, coaching, and escalation management skills.
• Willing to work onsite in Topeka, KS.
• Contingent upon contract award.

Responsibilities

• Oversee daily operations of a call center team to meet performance metrics.
• Maintain updated knowledge of performance requirements and policies; update staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues and monitor calls; provide feedback.
• Monitor performance against SLAs and KPIs; prepare reports.
• Lead staff with updates on quality, training, policy, and performance.
• Coordinate staffing and workload to meet service targets.
• Partner with QA and Training to address quality issues.
• Identify risks, escalate and implement process improvements.
• Manage onboarding of changes in laws/policies.

Skills

Call center leadership

Performance metrics

SLAs & KPIs

Coaching & escalation

Omnichannel support

Compliance & QA

Staffing & workload

Process improvement

Leadership

Education

Bachelor's degree

5+ years experience

Job description

Maximus is hiring a Call Center Manager to lead the Medicaid Eligibility program onsite in Topeka, KS. You will oversee daily operations, monitor SLAs, and drive continuous process improvements across omnichannel channels.

We require 5+ years in call center leadership in Medicaid/government settings, strong coaching and escalation skills, and a commitment to compliance. The position is contingent upon contract award.