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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in daily operations management, ensuring compliance with ISO standards and performance metrics. Skilled in staff development, process improvement, and effective communication with stakeholders.
Highest-signal resume keywords
LeadershipPerformance ManagementCompliance MonitoringStaff DevelopmentProcess Improvement
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 MetricsQuality StandardsCorrective ActionsTraining EvaluationPolicy DevelopmentCall Center OperationsMedicaid EligibilityISO Standards ComplianceOperational ExcellenceReport Writing
Soft Skills
Effective CommunicationIssue ResolutionCollaborationProblem SolvingTeam Management
Tools & Technologies
Wi-Fi ConnectivityEthernet Patch Cable
Industry Keywords
Regulatory ComplianceContinuous ImprovementPerformance ImprovementStaff Performance MonitoringQuality Assurance
About the role
Key responsibilities & impact- Provide leadership and oversight of daily operations
- Ensure performance metrics, quality standards, and compliance requirements are consistently met
- Drive operational excellence through performance management, staff development, and continuous improvement initiatives
- Collaborate with internal leadership and external stakeholders
- Support effective communication and resolve issues
- Ensure adherence to policies, procedures, and regulatory requirements
- Oversee the daily operations of a team
- Provide action plans and timelines for performance improvement
- Maintain and communicate current performance requirements and corporate/project policies and procedures
- Evaluate training needs for staff across multiple programs
- Collaborate with customers to ensure communication, cooperation, and timely issue resolution
- Address inadequate quality issues related to monitored calls
- Monitor staff performance goals and objectives and complete reports
- Update leadership on quality, training, policy, procedure, staff, and departmental performance issues
- Monitor compliance with ISO standards
- Implement corrective actions for laws, regulations, policies, and procedures
- Monitor and evaluate performance, write appraisals, and provide corrective actions
- Identify and resolve employee issues, problems, and concerns
- Recommend policy changes and establish procedures
- Assist with process improvement implementation
- Provide direction when complaints are escalated to management
- Perform other duties as required by Project leadership
Requirements
What you’ll need- 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
- Prior Call Center experience preferred
- Prior Medicaid Eligibility experience preferred
- Internet speed of 25mbps or higher required
- 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
- Ability to comply with applicable laws, regulations, policies, procedures, and ISO standards
Benefits
Comp & perks- Quarterly bonuses based on performance
- Medical, Dental, Vision, Prescription, and partially funded HSA plans
- Life insurance benefits
- Discounts on Auto, Home, Renter's, and Pet insurance
- 401K Retirement Savings plan and Company Matching
- Unlimited time off package, holidays, and sick leave
- Employee Assistance Program (EAP) for 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