Sr. Operations Manager | Relocation Assistance Available

Maximus is currently hiring a Sr. Operations Manager to support our Kentucky Health Benefits Exchange team.

The Sr. Operations Manager will oversee workforce management operations and drive performance across a dynamic customer support environment. This leadership role will be responsible for forecasting, scheduling, real-time workforce optimization, and workforce analytics to ensure service level commitments are achieved.

The successful candidate will have a proven track record of leading and developing high-performing teams, leveraging technology and data to improve operational effectiveness, and partnering with cross-functional stakeholders to enhance staffing strategies and business processes.

This is a hybrid-remote position that requires residency in Frankfort, KY. Relocation assistance will be provided and requires work to be performed onsite as needed by the program.

This job is contingent upon contract award.

Why Maximus?

• 💰 Competitive Compensation - Annual bonuses based on performance included!

• 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• 🏝️ Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave.

• 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• 📚 Tuition Reimbursement - Invest in your ongoing education and development.

• 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• 📚 Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

• Oversee the daily operations of a team to ensure performance metrics are met.

• Provide action plans and timelines for performance improvement as needed.

• Maintain updated knowledge of 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 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 compliance with ISO standards as applicable.

• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

• 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.

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.

'- 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Preferred Skills and Qualifications

• Bachelor's degree in Business Administration or a related field.

• Strong ability to manage, mentor, and motivate teams.

• Experience with workforce management tools, CRM systems, and other relevant software.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).

• Connectivity to the internet via either Wi‑Fi or Category 5 or 6 ethernet patch cable to the home router.

• Must currently and permanently reside in the Continental US.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$88,000

Maximum Salary

$110,000