Operations Manager - Call Center (Remote for VA residents only)

Maximus; Richmond (VA); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company is seeking an Operations Manager for their Call Center, focusing on overseeing daily operations and staff supervision. This remote role requires a Bachelor's degree and significant experience in operations, preferably in healthcare or government sectors. The ideal candidate will implement policies to enhance service efficiency and manage project compliance.

Qualifications

• 5+ years of experience in operations management or equivalent.
• Healthcare, Medicaid, or government experience preferred.
• Call center experience is a plus.

Responsibilities

• Oversee daily Health Line operations and supervise staff.
• Ensure project compliance with contractual and corporate operational requirements.
• Develop operational policies and procedures.

Skills

Microsoft Office

Smartsheets

Genesys

Paycom

Field Glass

Deltek

Education

Bachelor's degree in a relevant field

Job description

Operations Manager - Call Center (Remote for VA residents only)

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Job Overview

Maximus is hiring an Operations Manager to support our Virginia Enrollment Broker Services team. This remote role involves overseeing daily Health Line operations and supervising staff. The individual will also develop policies and procedures for the call center.

Responsibilities

• Ensure project compliance with contractual and corporate operational requirements.
• Manage project tasks to ensure cost-effective operations.
• Supervise subcontractors providing services to programs.
• Oversee operational audits and produce monthly and ad hoc reports.
• Coordinate with other managers and develop operational policies and procedures.
• Maintain relationships with key stakeholders.
• Implement innovative methodologies to improve service and efficiency.
• Monitor performance indicators and develop staff performance goals.
• Address complex problems and develop solutions.
• Perform additional duties as assigned.

Minimum Requirements

• Bachelor's degree in a relevant field and 5+ years of experience, or equivalent.
• Proficiency in Microsoft Office, Smartsheets, Genesys, Paycom, Field Glass, and Deltek.
• Healthcare, Medicaid, or government experience preferred.
• Call center experience is a plus.
• Residency in Virginia is required.
• Experience supporting the VA EBS project is preferred.

Home Office Requirements

• Hardwired internet connection (Ethernet).
• Internet speed of 25 Mbps or higher.
• Private work area with adequate power.

Additional Information

Maximus is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or other protected characteristics.