Job Description

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 Summary

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.  The strategic focus is a channel and service expansion to ensure citizens are able to access services from a single source.

Position Summary

As the Contact Centre Manager, you will provide leadership to the Operations Supervisor teams in order to serve our employee, client and customer needs, in balance with achieving Maximus business goals and profitability targets.  This position reports to the Senior Operations Director and has the responsibility for oversight of day-to-day operations of the project.  

You will lead your team to achieve peak operational efficiency, so that financial forecasts and service level requirements are met.  A major driver is to reduce costs by creating process efficiencies while ensuring that Maximus continues to be an employer of choice.

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

Your typical week at Maximus

The Contact Centre Manager will provide leadership, development and coaching of Supervisors and Agents
Responsible for ensuring that all contractually required (as well as operationally needed) meetings are scheduled and executed. This includes meeting contract requirements such as frequency, agenda approvals and minutes circulation.
Responsible for managing budgets, allocating resources, and making critical decisions that impact the success of the project.
Responsible for ensuring that all documentation related to the management and execution of the project is up to date and accessible to all key stakeholders.
Support the optimization of overall project efficiency and effectiveness.
Develop and maintain revenue models based on contractual fee structures and anticipated performance levels.
Accountable for ensuring strict adherence to federal level security requirements for all human and technology resources.  
Managing Stakeholder expectations, negotiating compromises and win-win situations, providing clear direction on project roles and associated responsibilities
Planning and managing the scope, resources, schedule, and quality of the project to meet objectives and deliverables
Determining the resources (people, hardware, and materials), quantities, and timing needed to carry out project activities
Ensuring the project achieves all critical success indicators
Collecting and disseminating information on project performance, including forecasting, status reporting, and resource allocation; monitoring indicators and progress to identify variances from plan for escalation as appropriate
Managing and maintaining the project budget and preparing budget actuals reports for the project team and possibly the client

What you offer us

Knowledge Skills and Abilities

Ability to Coach and Manage the Operations Supervisors
Review staffing model and make appropriate changes
Control budget and leverage workforce to optimize FTE and process efforts
Analyze root causes of performance inhibitors and identify and resolve capability gaps
Set rules and procedures for employees to follow
Use key performance indicators to support and harness efforts
Conduct direct reports’ performance reviews and develop appropriate action plans
Identify and grow employees and supervisors as candidates for succession
Excellent organizational, analytical, written, and oral communication skills
Excellent communication skills with internal and external stakeholders
Work well as part of a team
Excellent writing skills
Excellent presentation skills
Excellent leadership skills
Other duties as required

Education and Experience

Bachelor’s degree
Minimum 3+ years leading in a Contact Centre environment
Proven experience of managing a Contact Centre and first line Supervisors
Previous technical experience with contact centre telephony platforms, Knowledge Management Systems.
Demonstrated success leading or influencing a variety of stakeholders to achieve mutually desirable outcomes.
Proven ability to deliver feedback to others in a way that results in positive outcomes.
Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities

 Other

Must clear Federal Reliability Security Clearance
Must be bilingual (English and French)
Must reside in Ottawa area 

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

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.

Salary Range – $78,300.00 – $103,000.00 CAD

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

Required languages: English and French (must be bilingual)

Education level: Bachelor's Degree

Required skills: Contact Centre Management experience

Closest intersection: Remote in Ottawa