SUPERVISOR - CORRESPONDENCE

Company: MAXIMUS
Location: Sacramento
Posted on: October 23, 2024

Job Description:

Description & Requirements

Maximus is looking for a Remote Supervisor to join our team. This position will support the Department of Education portfolio. The Correspondence Supervisor provides supervision, coaching, and development to agents who are responding to written Federal Student Loan inquiries. The Supervisor also ensures prompt resolution of escalated requests. Additionally, they assist with reporting and training planning as needed as well as support various cross-functional teams within the program.

Essential Duties and Responsibilities:

- Supervise the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure correspondence and program service level requirements and goals are met.

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contract center expectations.

- Assist with escalated correspondence issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify outliers and work closely with the Human Resources team in resolving problems.

- Make recommendations to the higher-level manager for hiring, firing and disciplinary decisions.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Support audits by ensuring requested information are provided within the time limits requested and that the documentation and responses are accurate.

- Supervises the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or solving problems as needed

- Perform tasks to ensure correspondence and program service level requirements and goals are met

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required

- Participate in meetings related to documenting policies and procedures. May actively participate in documenting new and updated procedures.

- Support and enforce contact center expectations. As staff is cross trained to support other areas, CORR Supervisors will ensure all direct reports meet the performance goals for all areas.

- Assist with escalated correspondence issues and cases as needed

- Evaluate employee key performance indicators and identify training needs and development opportunities. Providing monthly One-On-One sessions with all direct reports.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency. Promptly addressing adherence issues.

- Promptly address job performance concerns with employees to identify causes, issues, and action plans needed to resolve issues. Work closely with the Correspondence Manager and Human Resources (when needed) to resolve problems.

- Makes recommendation to the higher-level manager for hiring and disciplinary decisions

- Participate in the work of subordinates to facilitate productivity and to overcome difficult aspects of the position

- Support audits by ensuring requested information is provided within the timeframe's requests and that the documentation and responses are accurate

- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules

- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

- Comply with all company required policies, procedures and processes including but not limited to required training.

- Be able to successfully pass certification of departmental trainings.

- A portion of time is normally spent performing individual tasks related to the unit or sub-unit

- Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

- Frequently interacts with subordinate employees and functional peer groups

- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules

- Receives predetermined work assignments that are subject to a moderate level of control and review

- Directs subordinates to complete assignments using established guidelines, procedures, and policies

- Generally, supervises semi-skilled employees or a few individual professional contributors

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

Additional Requirements as per contract/client:

- Must reside in the U.S.

- Must be a U.S. Citizen

- Must be able to pass a criminal background check

- Must not be delinquent or in default on any federal student loans

*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

- Private and Secure workspace from home. At times, you may be required to facilitate and/or speak during meetings.

- Access to Wi-Fi, LAN (wired connection/ethernet) or both at home

- Internet provider that offers enough speed for multiple users without latency or lag. (i.e. housemate also WFH, kids playing video games or streaming shows, etc.)

- Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

$

544,000.00

Annual Base Pay Maximum for this Position

$

56,000.00

Keywords: MAXIMUS, Merced , SUPERVISOR - CORRESPONDENCE, Other , Sacramento, California