Onsite Call Center Manager - Medicaid Eligibility

Maximus; Topeka (KS); Sur place; USD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Competitive pay bonuses

Medical/Dental/Vision coverage

401K Retirement Plan with companymatch

Paid Time Off

Wellness resources and EAP

Tuition reimbursement

Employee discounts

Résumé du poste

Maximus is seeking a Call Center Manager to support Medicaid Eligibility programs onsite in Topeka, KS. You will lead a multi-channel contact center, ensure performance against SLAs, and coordinate with Quality Assurance and Training teams to drive accuracy and service quality.

The role requires a Bachelor's degree and 5+ years in call center management within Medicaid/government services, with a proven track record in coaching, escalation handling, and compliance-driven operations.

Qualifications

• Bachelor's degree with 5+ years of experience or equivalent combination.
• Experience managing call center operations in Medicaid/government services.
• Proven ability to manage performance metrics, SLAs, and quality programs.
• Experience overseeing omnichannel customer service operations.
• Willing to work onsite in Topeka, KS and acceptance of contingent offer upon award.

Responsabilités

• Oversee daily operations of a call center team to meet performance metrics.
• Maintain updated knowledge of call center performance requirements and policies; communicate to staff.
• Evaluate training needs to ensure staff stay current across programs.
• Address quality issues with Supervisory team and review calls.
• Monitor performance, generate reports, and provide leadership updates.
• Ensure compliance with ISO standards as applicable and implement corrective actions.
• Coordinate staffing and workload to meet SLA targets and service levels.
• Collaborate with QA and Training for coaching and program knowledge.

Connaissances

People leadership

Coaching

Escalation management

Compliance awareness

Formation

Bachelor's degree in relevant field

Description du poste

Maximus is seeking a Call Center Manager to support Medicaid Eligibility programs onsite in Topeka, KS. You will lead a multi-channel contact center, ensure performance against SLAs, and coordinate with Quality Assurance and Training teams to drive accuracy and service quality.

The role requires a Bachelor's degree and 5+ years in call center management within Medicaid/government services, with a proven track record in coaching, escalation handling, and compliance-driven operations.