Senior Operations Manager

Description & Requirements

The Senior Operations Manager will support project operations, working with other Senior Manager across the entire spectrum of the Cover VA Project, including Backoffice, Call Center, Eligibility, Mailroom, Quality and Appeals.

This person has the key responsibility to ensure that the contractual requirements and project goals are met across the program while managing to the financial success of the program.

Please note this is a onsite position in Richmond, VA.

Essential Duties and 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
• Maintain active and professional communication with project contacts to ensure project goals are met successfully.
• Collaborate with project management staff and leadership to ensure departmental performance and operational goals are met.
• Actively manage any issues or concerns brought up by clients or project staff and provide immediate and effective resolution.
• Communicate on a weekly basis with respective supervisors to ensure all required tasks and assignments are being adhered to and completed.
• Serve as a resource to staff by properly managing and resolving departmental escalated issues as well as policy and procedure clarification and support.
• Participate in the development and review of program materials and resources.
• Monitor and communicate issues, risks and concerns to the Project Manager.
• Audit, review and approve expense reports.
• Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template.
• Participate in strategic planning and ongoing process improvement for the Department. Perform other duties as assigned by the Project Manager.

Minimum Requirements

• 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.

Preferred Skills and Qualifications :

• Demonstrated ability to manage and motivate a large number of employees.
• Extensive experience managing staff in a call center environment
• Quality and Appeals Team experience strongly preferred.
• Experience managing Mailroom staff and equipment strongly preferred.
• Experience managing remote staff.
• Demonstrated ability to establish and maintain relationships with key stakeholders.
• Prior experience assisting in the development and implementation of Client data exchange processes preferred.
• Knowledge of Microsoft Office Products (MS Word, Excel, PowerPoint).
• Highly developed written and oral communication skills.
• Strong interpersonal skills.
• Ability to work in a dynamic and changing environment.
• Ability to work independently with minimal supervision while adhering to professional code of ethics,

performance expectations and all policies and procedures as outlined by the Project and Organization.

• Capacity to foster and maintain a positive and productive work environment.
• Training, coaching, and mentoring skills preferred.
• Bilingual Spanish preferred but not required.

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.

Annual Base Pay Minimum for this Position

81,000.00

Annual Base Pay Maximum for this Position

130,000.00