Contact Center Quality Manager jobs in Fort Wayne, IN

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Contact center manager
  • Demo - Maximus
  • Fort Wayne, IN FULL_TIME
  • CCRegionalManager

    • Minimum of 2-3 years of Medicaid Eligibility experience.
    • Minimum of 2-3 years of contact center management experience.

    Job Summary

    The selected candidate will be a key resource in the successful implementation and execution Indiana Medicaid Eligibility project.

    This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

    This management position is responsible for overseeing a diverse operation including activities related to Contact Center Operations, Document Processing Operations, and Premium Processing.

    The Regional Call Center Manager provides direct supervision to the call center, document processing and premium processing staff, including complaints and appeals.

    The person in this role will also be responsible for the operations of a small mailroom.

    Education and Experience Requirements

    Essential Duties and Responsibilities :

    • Oversee the daily operations of a contact center team to ensure performance metrics are met.
    • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
    • Provide assistance and updates to staff regarding these policies and procedures.
    • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
    • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
    • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
    • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
    • Monitor contact center compliance with ISO standards.
    • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
    • Monitor and evaluate performance, writes performance appraisals and provides 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.
    • Perform other duties as may be assigned.

    Minimum Requirements :

    • Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Act as advisor to subordinate(s) to meet schedules and / or resolve problems.
    • Develop and administer schedules, performance requirements; may have budget responsibilities.
    • Frequent interaction with subordinate employees, customers, and / or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
    • Provide guidance to subordinates within the latitude of established company policies.
    • Recommend changes to policies and establish procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    For more information, visit https : / / www.maximus.com.

    As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates.

    The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

    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.

    Last updated : 2024-03-23

  • 2 Days Ago

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Construction Project Manager
  • Quality Inn Fort Wayne
  • Fort Wayne, IN FULL_TIME
  • Are you a natural-born leader who loves managing hard-working teams? Our construction company needs an experienced construction project manager to supervise project plans and oversee general contracto...
  • 23 Days Ago

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Hotel Construction Project Manager
  • Quality Inn Fort Wayne
  • Fort Wayne, IN FULL_TIME
  • Are you a natural-born leader who loves managing hard-working teams? Our hotel needs an experienced construction project manager to supervise project plans and oversee general contractors to ensure th...
  • 23 Days Ago

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Hotel Renovation Project Manager
  • Quality Inn Fort Wayne
  • Fort Wayne, IN FULL_TIME
  • We’re hiring a driven Construction Project Manager to lead our team into a well-oiled machine! You’ll work with clients and engineers to make a plan for the entire project and then manage general cont...
  • 12 Days Ago

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Quality Manager
  • FXI Inc
  • Fort Wayne, IN FULL_TIME
  • Overview Building our Future Together. FXI is a leading producer of foam innovation in the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mi...
  • 19 Days Ago

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Quality Manager
  • Jobot
  • Hicksville, OH FULL_TIME
  • Manufacturing Company in the Food Equipment Industry - Bonus Excellent Benefits!This Jobot Job is hosted by: Caitlyn HardyAre you a fit? Easy Apply now by clicking the "Quick Apply" button and sending...
  • 21 Days Ago

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0 Contact Center Quality Manager jobs found in Fort Wayne, IN area

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Manager Customer Success- Digital Marketing Solutions- Team Lead (Remote)
  • Broadridge Financial Solutions
  • Fort Wayne, IN
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative- Remote
  • Lincoln Financial Group
  • Fort Wayne, IN
  • **Customer Service Representative- Remote** **Primary Location:** Fort Wayne, IN, US **The Role at a Glance** We are exc...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • doitbestcareers.com
  • Fort Wayne, IN
  • **Location:** Fort Wayne, IN This position is primarily responsible for processing orders and handling customer service ...
  • 3/27/2024 12:00:00 AM

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Customer Service Rep
  • Applied Industrial Technologies, Inc.
  • Fort Wayne, IN
  • ** Customer Service Rep** Location: Fort Wayne, IN, US, 46808 Company: 1100-Applied Industrial Technologies As a leading...
  • 3/27/2024 12:00:00 AM

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Customer Service Specialist
  • CRST International Inc
  • Fort Wayne, IN
  • ** Position Description** **Customer Service Specialist** Location **IN, Fort Wayne** Job Code **5882** Pay Band **S2-B*...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst
  • Sparibis
  • Fort Wayne, IN
  • Title:Customer Service AnalystLocation:Fort Wayne, IN**Location:** Must be onsite in Fort Wayne, IN (Remote during COVID...
  • 3/27/2024 12:00:00 AM

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Customer Service Agent
  • Brotherhood Mutual Insurance Company Inc.
  • Fort Wayne, IN
  • ** Customer Service Agent** **Job Category****:** Sales **Requisition Number****:** CUSTO001344 Showing 1 location **Job...
  • 3/27/2024 12:00:00 AM

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Patient Services Representative
  • Bowen Center
  • Fort Wayne, IN
  • The Patient Services Representative provides customer service support to both internal and external customers. Duties in...
  • 3/26/2024 12:00:00 AM

Fort Wayne is a city in the U.S. state of Indiana and the seat of Allen County, United States. Located in northeastern Indiana, the city is 18 miles (29 km) west of the Ohio border and 50 miles (80 km) south of the Michigan border. With a population of 253,691 in the 2010 census, it is the second-most populous city in Indiana after Indianapolis, and the 75th-most populous city in the United States. It is the principal city of the Fort Wayne metropolitan area, consisting of Allen, Wells, and Whitley counties, a combined population of 419,453 as of 2011. Fort Wayne is the cultural and economic c...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$68,271 to $102,873
Fort Wayne, Indiana area prices
were up 1.3% from a year ago

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