Call Center Manager

Maximus is hiring a Call Center Manager to support a Medicaid Eligibility program within the State and Local sector onsite in Topeka, KS. This role involves reviewing and determining eligibility for public assistance programs such as Medicaid, SNAP, and TANF, often in coordination with CHIP and WIC.

Responsibilities

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of Call Center performance requirements, corporate, and project policies and procedures; provide updates to staff.
• Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with the Supervisory team regarding reviews and corrections of monitored calls.
• Monitor performance goals and objectives for call center staff and complete daily and weekly reports.
• Provide leadership with updates on quality, training, policy, procedures, staff issues, and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable and implement corrective actions.
• 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.
• Identify and resolve issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures; assist in implementing process improvements.
• Provide direction to staff when complaints are escalated to management level.
• Manage daily performance against SLAs and KPIs across all customer contact channels.
• Coordinate staffing and workload distribution to support efficiency and service level targets.
• Partner with Quality Assurance and Training teams to address quality issues, support targeted coaching, and ensure consistent customer experience.
• Identify training needs and collaborate with Training teams to ensure staff maintain current knowledge of policies, procedures, and programs.
• Monitor operational trends, identify risks or bottlenecks, and escalate items as needed.
• Support implementation of process improvements, automation, and policy-driven changes.

Requirements

• Bachelor’s degree in a relevant field of study and 5+ years of relevant professional experience, or equivalent combination of education and experience.
• Experience managing call center operations in a Medicaid, eligibility, or government services environment.
• Demonstrated experience managing performance metrics, SLAs, and quality programs.
• Experience overseeing or coordinating omnichannel customer service operations.
• Strong people leadership, coaching, and escalation management skills.
• Familiarity with compliance-driven environments and continuous improvement practices.
• Must be willing and able to work onsite in Topeka, KS.
• Must be willing and able to accept an offer contingent upon contract award.

Benefits

• Competitive compensation with regular performance-based bonuses.
• Comprehensive insurance coverage: Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance benefits and discounts on Auto, Home, Renter’s, and Pet insurance.
• 401K Retirement Savings plan with Company Matching.
• Paid Time Off: UTO, Holidays, and sick leave, plus Short and Long Term Disability coverage.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition platform for outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.
• Maximus Wellness Program and resources.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

Annual salary range: $70,000 – $95,000.