Bilingual Supervisor - Contact Centre - Federal
at Maximus

Job Description

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Overview

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.

Position Summary

The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, employee development, driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.

The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI's) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high performance culture.

Your typical week at Maximus

• Lead the workforce in order to meet SLR's and SLO's, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture.
• Assign workflow and oversee departmental activities for effective utilization of resources and systems.
• Identify opportunities for improvement and work with the Continuous Improvement agents to lead change.
• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
• Play a key role in change management by encouraging innovation and creativity.
• Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
• Lead the workforce to contribute to a positive workplace and to the growth of a successful business.
• Other duties as required

What you offer us

Knowledge, Skills and Abilities

• Will be a problem solver who can also, plan, analyze, and resolve business challenges
• Comfortable with peer and supervisory feedback
• Comfortable organizing colleagues or members to achieve timelines
• Possess a desire to learn and adopt new processes for continual improvement and to keep abreast of new technologies
• Proficient knowledge of M365 and ability to operate standard office equipment
• Familiar with SaaS and web-based products
• Strong internal and external communication skills
• Competency working within privacy and security of personal information
• Keen attention to detail
• Requirements Gathering
• Business Process Modeling
• Use Cases UML Modeling
• Testing & Quality Assurance
• Direct experience with Genesys Cloud and/or AWS Connect

Preferred Skills

• Work Force Management Systems
• Self Service IVRs
• Call/Screen Recording applications
• Overall understanding of Contact Centre systems and nomenclature
• Experience with enterprise applications and systems
• AGILE practitioner
• Automation/Orchestration tools (Power Platform, AutomateAnywhere, etc.)

Education and Experience

• Diploma or a degree in Computing or Health Informatics, or an equivalent combination of education and experience
• Preference will be given to candidates with Business Analyst or ITIL 4.0 certification or coursework, and direct experience in the contact centre domain.

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Four weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Workplace Telework allowance
• Annual paid bonus based on overall company performance
• Employee appreciation events

We are passionate about our employees and place their well-being at the center of our people strategy. We are proud to foster a culture that values diversity, equity and inclusion, recognizing that this is paramount for the growth and success of our organization.

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.