Supervisor - Enrollment and Forms Processing

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.

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. - 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 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 established standards and procedures. - Perform other duties as may be assigned by management. Minimum Requirements: - Bachelor's degree in related field. - 3-5 years of relevant professional experience required. - Equivalent combination of education and experience considered in lieu of degree.

Maximus is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high-quality health and human service programs to a diverse array of communities. Operating under Maximus's founding mission of Helping Government Serve the People® since 1975, Maximus Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. A Contact Center Supervisor supporting the Aidvantage Repayment Options team is responsible for providing first level supervision and leadership to team leads and processing agents with the goal of meeting program objectives and customer service level agreements. A Contact Center Supervisor is familiar with all resources available to successfully complete the work as described below.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise the work of Federal Student Aid (FSA) Loan Servicing team leads and processing agents to ensure adherence to quality standards, deadlines, and proper procedures, and correcting errors and resolving problems as needed.
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
• Discuss job performance concerns with employees to identify causes and impacts and work closely with Human Resources to resolve issues.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks.
• Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports.
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' performance, providing or coordinating coaching on a regular basis, and responding to / processing incoming requests during peak or high-volume periods, as needed.
• Participate in meetings and recommend changes to policies and procedures.
• Frequently interacts with subordinate employees and functional peer groups.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Support and enforce contact center expectations.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases, as needed
• May assist with creating training plans, and coordinate and conduct training.
• Perform other duties as assigned by leadership.

• Bachelor's degree in related field with 3-5 years of relevant professional experience required
• Minimum of two (2) years of related experience in a contact center environment, with extensive hands-on experience performing back-office processing required.
• Ability to maintain a high level of confidentiality.
• PC skills, including Microsoft Office applications.
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently.
• Will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
• Must be able to certify in functions being trained.
• May be required to work scheduled holidays, overtime, and weekends.
• Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed.

• Must reside in the U.S. and be a U.S. citizen
• Must be able to pass a criminal background check
• May be required to work scheduled holidays, overtime, and weekends
• Must be able to effectively read a prepared / written script out loud

• Internet speed internet of 20 mbps or higher required (you can test this by going to www.speedtest.net)
• Must connect an Ethernet cable directly to a router (cannot connect via Wi-Fi).

EEO Statement

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 recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. 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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Skills:
Department of Health and Human Services, Business Process Management, Government Funding, Government, Federal Laws and Regulations, State Laws and Regulations, Performance Reviews, Customer Service Operations, Call Centers, Maintain Compliance, Performance Analysis, Project/Program Coordination, Regulatory Compliance, Procedure Development, Contract Requirements, Call Monitoring, Leadership, Mentoring, Coaching, Analysis Skills, Documentation, Service Level Agreement (SLA), Call Center Management, Local Government, Customer Support/Service, Federal Government, Healthcare, Human Health, Problem Solving Skills, Quality Metrics, Loan Servicing, Flexible Spending Accounts, Time Management, Human Resources, Schedule Development, Disciplinary Action, Performance Management, Corporate Compliance, People Management, Needs Assessment, Customer Escalations, Training/Teaching, Microsoft Office, Computer Skills, Presentation/Verbal Skills, Writing Skills, Communication Skills, Organizational Skills, Team Player, Student Financial Services, Staff Training, United States Citizen, Background Investigation, Scripting (Scripting Languages), Wi-Fi, Ethernet Cable, Network Routers

About the Company:
Maximus

Company Size:
5,000 to 9,999 employees

Industry:
Healthcare Services

Founded:
0

Website:
https://www.maximus.com/