185 applicants

Company

Maximus · 1 day ago

Sr Manager - Back Office (Non-Call Center)

United States

Full-time

Remote

Senior Level

$65K/yr - $100K/yr

7+ years exp

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Business Process Automation (BPA)Consulting

No H1B

U.S. Citizen Only

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Responsibilities

Oversee the daily operations of a call center team to ensure performance metrics are met

Provide action plans and timelines for performance improvement as needed

Maintain updated knowledge of the call center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures

Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs

Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution

Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored

Monitor performance goals and objectives for the call center staff and complete related reports

Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership

Monitor call center compliance with ISO standards as applicable

Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center

Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed

Responsible for identifying and resolving issues, problems, and concerns with employees

Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary

Provide direction to staff when complaints are escalated to management level

Performs other duties as required by Project leadership

This will be primarily a back office (non-call center) position

Ensuring Servicing Level Agreements and Requirements are met as dictated by the contract

Ensuring sufficient staff is available to perform tasks

Improving existing processes and procedures that increase productivity and quality

Working with the various teams to create automation that enhances workflow

Identifying and mitigating potential risks to the organization

Working with various teams to create adequate reporting designed to monitor activity and mitigate risks

Ability to work extended hours as necessary based on business need.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

People ManagementFSA Department of EducationStudent Loan ExperienceProcess ImprovementRisk MitigationAutomationCriminal Background CheckExtended Hours Work

Required

Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

Three (3) or more years of people management experience.

Must reside in the U.S.

Must be a U.S. citizen.

Must be able to pass a criminal background check.

Must not be delinquent or in default on any federal student loans.

Hardwired internet (ethernet) connection.

Internet download speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

Private work area and adequate power source.