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.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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, , 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 Service Levels, enhance employee engagement and performance, communicate and execute business goals, all within a fast-paced environment.
• Assist with onboarding activities as required
• 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.
• Implement goals: advocate employee empowerment and accountabilities in order to meet individual and team goals
• Lead the workforce to contribute to a positive workplace.
• Other duties as required

What you offer us

Knowledge, Skills and Ability

• Provide leadership to ensure Quality Assurance goals are met.
• Monitor, track and report a designated number of Quality Assurance checks for each employee, each month.
• Initiate appropriate timing and phases of the performance management continuum:
• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR's are met.
• Ensure all processes adhere to client and MAXIMUS Canada policies.
• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.
• Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employees.
• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes).
• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.
• Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.
• Acknowledge and reward employee achievement through formal and informal employee recognition activities or programs.
• Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company's business goals and to a positive, quality-driven workplace culture

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 from day one
• Three weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Workplace Telework allowance
• Employee appreciation events

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 and gender identities 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.