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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 and 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.

Minimum Requirements:

• Bachelor's degree or equivalent combination of education, technical training or work experience considered in lieu of degree.

• Minimum of three (3) 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 we l 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.

Additional Requirements as per Contract/Client:

• 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

Home Office Requirements:

• 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.