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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in overseeing team operations, ensuring performance metrics are met while maintaining compliance with ISO standards. Capable of evaluating training needs, implementing corrective actions, and fostering effective communication with customers and staff.
Highest-signal resume keywords
People Management ExperiencePerformance Improvement PlanningCall Center OperationsMedicaid Enrollment KnowledgeISO Compliance Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics ManagementTraining Needs EvaluationCorrective Action ImplementationPerformance Appraisal WritingPolicy Change Recommendation
Soft Skills
Effective CommunicationProblem ResolutionTeam CollaborationLeadership Direction
Tools & Technologies
Wi-Fi ConnectivityEthernet Patch Cable
Industry Keywords
Call Center ExperienceMedicaid EnrollmentISO Standards Compliance
About the role
Key responsibilities & impact- Oversee the daily operations of a team to ensure performance metrics are met
- Provide action plans and timelines for performance improvement
- Maintain knowledge of performance requirements and corporate and project policies and procedures, and update staff
- Evaluate training needs to maintain staff knowledge of multiple programs
- Collaborate with customers to ensure communication, cooperation, and timely issue resolution
- Address inadequate quality issues with supervisory and management teams regarding monitored-call reviews and corrections
- Monitor staff performance goals and objectives and complete related reports
- Update leadership on quality, training, policy, procedure, staff, and departmental performance issues, escalating to Project leadership as needed
- Monitor compliance with ISO standards as applicable
- Implement corrective actions to ensure consistent application of laws, regulations, policies, and procedures
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions
- Identify and resolve employee issues, problems, and concerns
- Recommend policy changes, establish procedures, and assist with process improvements
- Provide direction to staff when complaints are escalated to management
- Perform other duties as required by Project leadership
Requirements
What you’ll need- Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
- Three or more years of people management experience
- Prior call center experience preferred
- Prior Medicaid Enrollment experience preferred
- Internet speed of 25 Mbps or higher
- Internet connectivity via Wi-Fi or Category 5 or 6 Ethernet patch cable to the home router
- Must currently and permanently reside in the Continental US
Benefits
Comp & perks- Quarterly bonuses based on performance
- Medical, Dental, Vision, and Prescription insurance plans
- Partially funded HSA
- Life insurance benefits
- Discounts on Auto, Home, Renter's, and Pet insurance
- 401K Retirement Savings plan and Company Matching
- Unlimited time off, holidays, and sick leave
- Employee Assistance Program (EAP) supporting physical, emotional, and financial wellness
- Recognition platform
- Tuition reimbursement
- Employee perks and discounts
- Maximus Wellness Program and Resources
- Professional development opportunities, including training programs, workshops, and conferences
- Paid holidays and paid time off
- Disability insurance