Senior Manager, Service Bc

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.

Department Summary

Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the BenchMark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.

Role Summary

As a Senior Manager, you will provide strategic leadership to serve our employee, client and customer needs, in balance with achieving MAXIMUS’s business goals and profitability. This balance is achieved by collaborating with the Director of Operations to lead and direct the operations within the Service BC Contact Centre.

A major focus of this role is to engage employees and internal stakeholders to achieve peak work performance, so that financial forecasts and service level requirements are met. A major driver is to reduce costs by creating and transforming processes while ensuring that MAXIMUS continues to be an employer of choice.

SBC managers are future focused; always looking at the larger business landscape for opportunities while actively planning for the immediate future by creating a business strategy and engaging their teams in the process of setting and achieving goals and objectives.

Your typical week at Maximus

• Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business.
• Enthusiastic and energetic
• Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans and reviews.
• Ensure all Company policies and procedures are followed within the site
• Engagement and supporting contact center culture and reward and recognition initiatives.
• Must have availability to work various shifts influenced by current business needs.
• Produce and develop accurate reporting to measure and define key performance indicators (KPIs).
• Provide contractual oversight
• CSAT through Operational and Site performance
• ESAT – employee morale
• Manage and lead end-to-end transitions of net-new programs and services from inception to deployment
• Evaluation of new technology and ongoing vendor management
• Collaborate with business leaders to design solutions that meet evolving company objectives
• Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns affecting clients (such as marketing campaigns).
• Possess a high level of Professionalism
• Create and contribute to contractual deliverables, change orders and economic models
• Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted.
• Lead transformational projects
• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision making for the business.
• Continuously demonstrate a high sense of urgency
• Strong negotiation and objection handling skills
• Ensure Compliance with all Internal and Client Operational Procedures and Requirements
• Deliver against Service Standards and key performance indicators: TSF, Schedule Adherence, Conformance, Average Handle Time, CSAT, Transfers.
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Must have a keen sense of attention to detail, taking the initiative
• Strong knowledge of Call Centre platform
• Calibration of Quality document with the Quality program lead.
• Lead client facing Continuous improvement initiatives

What you offer us

Knowledge Skills and Abilities

Manage Resources

• Review staffing model and recommends appropriate changes.
• Manages employee performance within a unionized environment
• Identify and grow employees and supervisors as candidates for succession.
• Analyze root causes of performance inhibitors, identify and resolve capability gaps.
• Controls budget and leverages workforce to optimize FTE and process efforts.
• Ensure Key Person Dependencies are avoided through knowledge share and mentorship
• Use key performance indicators to support and harness efforts.
• Recruit, orient, and retain high performing direct reports.

Optimize Work Processes

• Assess, track and report the efficiencies and costs of processes and recommend change when an appropriate ROI is evident.
• Analyze, identify and resolve root causes of process malfunctions
• In collaboration with team members and client, lead or participate in the design of processes for optimal efficiency with a balance of near- and long-term results.

Build Client and Customer Relationships

• Negotiate solutions and strategies.
• Communicate messages with diplomacy and via the others’ perspective.
• Collaborate with a variety of stakeholders, at all levels of the organization and clients.
• Make the time to understand stakeholder’s motives and concerns.
• Communicate information that stakeholders consider vital.
• Build relationships through personal credibility and mutual respect, as opposed to formal authority.

Lead Strategic Change and Employee Engagement

• Share knowledge and experience (particularly with supervisors/senior members of the team).
• Empowers and develops team members to understand strategy and apply their technical knowledge in a way to support
• Drive new behaviors in the workforce to ensure compliance to new procedures.
• Mitigate risk
• Lead change and continuous improvement in your team
• Convey a clear, consistent, inspiring and compelling message that links every employee to the company strategy and to a positive, quality driven workplace culture.
• Utilize and lead the full scope of change management practices.

Education and Experience

• Demonstrated success leading or influencing a variety of stakeholders to achieve mutually desirable outcomes.
• Previous technical experience and in depth understanding of contact centre platforms, Knowledge Management Systems, Workforce Management systems, and quality assurance best practices.
• Minimum 2+ years leading in a Contact Centre environment
• Previous account management experience
• Bachelor’s degree
• Proven ability to deliver feedback to others in a way that results in positive outcomes.
• Proven experience around contact and channel expansion.
• Previous experience in an environment with evolving contractual needs.
• Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities

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:

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

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.