Job Summary

Required : Must live in Rochester, NY Area to come into the office on a shared rotation with other supervisors. Position is 50% remote.

The Customer Service / Mailroom Supervisor assists management with ensuring that mailroom and daily call center operations are performed timely and accurately by staff.

• Supervisory functions such as assignment and distribution of work, monitoring unit and individual timeliness and work quality;
• timekeeping and scheduling; performance management including monthly reviews, performance bonus evaluation and annual performance evaluation;

coaching and mentoring; interviewing and hiring; implement motivation and recognition to staff members to ensure retention needs.

• Establish work procedures and standards to improve efficiency and effectiveness of assigned operations.
• Work with the QA department to identify improvement opportunities with a focus on solutions to improve results as measured by Operations / Unit metrics and key performance measures.
• Ensure staff training and technical procedures are providing needed results.
• Actively coach, silently observe, and monitor representative calls and provide real-time positive and constructive feedback
• Other duties as assigned by management such as attend client liaison or special projects

Education and Experience Requirements

Essential Duties and Responsibilities :

• Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up.
• Maintain updated knowledge of all project programs.
• Provide staff mentoring and coaching on an ongoing basis.
• Direct research activities, including investigations of reporting errors, which occur during the enrollment process, and examination of Enrollee and client problem resolution.
• Review and analyze call center reports and discover root causing issues.
• Attend supervisor meetings and conduct unit meetings.
• Follow up on customer complaints.
• Evaluate staff performance and conduct annual evaluations.
• Ensure compliance with all applicable requirements of the contract, state and federal regulations.
• Assist the Knowledge Management System and Policy and Procedures Specialist with the development and maintenance of policies and procedures and the knowledge management system.
• Work with the Operations Manager to develop performance goals and objectives for all call center staff.
• Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.
• Monitor performance including call quality and systems documentation.
• Assures the project is in compliance with MAXIMUS standards and procedures.
• Perform other duties as may be assigned by management.

Minimum Requirements :

• Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of two (2) years of related experience.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Comply with all company required policies, procedures and processes including but not limited to required training.
• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
• Generally supervises semi-skilled employees or a few individual professional contributors.
• Works on issues of limited scope.
• Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Monitors daily operations of a unit or sub-unit.
• Requires full knowledge of own area of functional responsibility.
• Frequently interacts with subordinate employees and functional peer groups.
• Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
• Receives predetermined work assignments that are subject to a moderate level of control and review.
• Directs subordinates to complete assignments using established guidelines, procedures and policies.
• Develop work schedules and assign duties to subordinates to ensure efficiency.
• Evaluate subordinates' job performance and recommend appropriate personnel action.
• Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.
• Identify training needs and development opportunities for subordinates.

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

For more information, visit https : / / www.maximus.com.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates.

The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

EEO Statement : Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Last updated : 2024-03-23