Maximus · 1 day ago
Call Analyst Level 2 - Nashville, TN
Nashville, TN
Full-time
Onsite
Mid Level
$21.82/hr - $21.82/hr
3+ years expMaximus is seeking individuals who can excel in a fast paced environment as Call Analysts. The role involves receiving incoming calls from law enforcement agencies, gathering and verifying information related to detainees, and providing accurate communication back to the partnering agency.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Serve as the first point of contact for inbound and outbound calls, providing courteous, accurate, and professional support to all callers
Respond to inquiries by following established scripts, protocols, and standard operating procedures
Analyze caller needs to determine the appropriate response, resolution, or escalation path
Document call details accurately in the designated systems, ensuring data integrity and compliance with program requirements
Provide clear and consistent information while maintaining confidentiality and adherence to privacy policies
Resolve routine inquiries independently and escalate complex or sensitive issues according to guidelines
Meet or exceed quality, productivity, and adherence metrics as defined by the program
Maintain professionalism and composure in high volume or high pressure environments
Stay current on program updates, policy changes, and procedural enhancements through ongoing training
Qualification
Required
3 – 5 years of prior call center or contact center experience
Advanced working knowledge of call center systems and commonly used computer applications, with the ability to manage multiple systems in a fast paced environment
Demonstrated experience performing under pressure, handling demanding situations while remaining calm, patient, and professional
Proven ability to maintain high levels of accuracy and attention to detail across all tasks
Strong written English skills, with the ability to accurately input, update, and record service user information
Ability to work independently, showing initiative and sound decision making skills
Experience managing multiple tasks simultaneously, meeting deadlines while maintaining quality standards
Comfortable working in a fast paced, metrics driven environment
Active listening and clear communication to understand caller needs and deliver accurate information
Conflict resolution and de escalation skills when managing difficult or high stress interactions
High School diploma or equivalent required with 2-4 years of experience
Must be a US Citizen
Ability to work onsite in Nashville, TN required
The center operates 24/7; therefore, candidates must be able to work an 8-10 hour shift during any time within a 24-hour period, including weekends and holidays
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
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