Essential Duties and Responsibilities:

- Supervise the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure correspondence and program service level requirements and goals are met.

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contact center expectations.

- Assist with escalated correspondence issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify  outliers and work closely with the Human Resources team in resolving problems.

- Make recommendations to the higher-level manager for hiring, firing and disciplinary decisions.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Support audits by ensuring requested information are provided within the time limits requested and that the documentation and responses are accurate.

- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules

- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

- Comply with all company required policies, procedures and processes including but not limited to required training.  

- Be able to successfully pass certification of departmental trainings.

- A portion of time is normally spent performing individual tasks related to the unit or sub-unit

- Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

- Frequently interacts with subordinate employees and functional peer groups

- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules

- Receives predetermined work assignments that are subject to a moderate level of control and review

- Directs subordinates to complete assignments using established guidelines, procedures, and policies

- Generally, supervises semi-skilled employees or a few individual professional contributors

Additional Requirements as Per Client:

- Must reside in the U.S.

- Must be a U.S. Citizen

- Must be able to pass a Federal Background Check

- Must not be delinquent or in default on any Federal Student Loans

Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

- Private and Secure workspace from home.  At times, you may be required to facilitate and/or speak during meetings. 

- Access to Wi-Fi, LAN (wired connection/ethernet) or both at home

- Internet provider that offers enough speed for multiple users without latency or lag. (i.e. housemate also WFH, kids playing video games or streaming shows, etc.)

- Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

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.

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.