Senior Site Manager

Position summary:

The Sr. Site Manager will be part of the team responsible for the support of the CMS CCO Programs. Sr. Site Manager serves as a Senior On-site Leader at the Maximus Chester, VA Facility and functions as the Program Manager's backup and primary on-site representative. The Sr. Site Manager is responsible for day-to-day operational oversight of all CTI personnel co-located at the Chester Facility, ensuring seamless integration with Maximus operations, maintenance of CMS service levels, and rapid response to emerging operational issues. The Sr. Site Manager is CTI's key point of contact for on-site Maximus management and coordinates all floor-level activities including scheduling compliance, staffing accountability, secure floor enforcement, and report generation.

Essential Duties and Responsibilities:

Job duties include the following: (Other duties may be assigned.)

• Oversee daily operations of a call center team to ensure performance metrics are met.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Address inadequate quality concerns with Supervisory Team in relation to reviews and corrections of calls monitored.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Maintain full-time on-site presence at the Maximus Chester, VA Facility during all operational hours.
• Serve as Program Manager backup; assume PM responsibilities during PM absence or unavailability.
• Oversee CTI staffing operations, including daily attendance tracking, headcount reporting, and staffing continuity.
• Monitor and evaluate performance. Write and administer performance appraisals, and provide corrective actions as warranted.
• Pro-actively recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Generate and deliver all weekly reports to the Program Manager including but not limited to Subcontractor Staffing Counts, Attrition Reports, and ATO Tracking Reports.
• Submit the Risk Management Report timely.
• Attend CMS unannounced site visits and all Maximus Operations Meetings.
• Coordinate co-location integration with Maximus Operations Manager, including daily stand-ups, as assigned.
• Enforce Secure Floor Policy uniformly; conduct pre-shift walkthroughs and ensure zero-tolerance compliance.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Communicates to applicable staff timely and effectively.
• Manage escalation of on-site issues to Program Manager within 15 minutes and to Maximus POC within 30 minutes.
• Facilitate All-Hands and Contact Center Operations Meetings on behalf of CTI.
• Coordinate with On-site Leaders which may include QA/Training Manager, Operations Manager, and HR/Recruiting on workforce readiness, team performance, and the successful completion of center and contract goals.
• Monitor eWFM real-time adherence and coordinate intraday staffing adjustments per Maximus SWP direction.

# of Hires Needed

1

Exemption Type

Exempt

Hiring Manager

Grayson, Avil (Client Site Project Manager - Operations Management (01.00.20))

Job Requirements

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience:

• Bachelor's degree in Business or Management preferred, or equivalent work experience in related field.
• 5 years supervisor or leadership experience required. Preferably in a contact center or federal services environment.
• Minimum 2 years' customer service, leadership and team interaction skills are required.
• Prior experience managing co-located or embedded workforces within a Prime Contractor environment preferred.
• Strong working knowledge of workforce management systems, eWFM experience a plus.
• Demonstrated ability to manage compliance-intensive operations including HIPAA, SCA, and federal security requirements.
• Ability to communicate effectively in English, both verbally and in writing.
• Uses good judgment, ability to make independent decisions and proactively solve problems as required.
• Must be organized and have strong time management skills.
• May be required to work off-shift, and occasional travel to customers and other Maximus sites may be required.
• Experience with, or knowledge of, the Marketplace Program and health insurance industry preferred.
• Familiarity with Maximus CCO operational environment and reporting requirements a plus.
• Experience in SDVOSB or small business federal subcontracting environments preferred.
• Must have PC skills (Microsoft Office) with an emphasis on Excel.
• Basic math skills required.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
• Ability to interact with all levels of management.
• Strong analytical and organizational skills.
• Bilingual ability is a benefit
• Excellent written and verbal communication skills; experience producing management reports for federal programs a plus.
• May be required to work holidays.
• Ability to maintain 24/7 on-call availability for emergency situations.
• Ability to pass a federal and local criminal background investigation.