SUPERVISOR - CORRESPONDENCE
Company: MAXIMUS
Location: Sacramento
Posted on: October 23, 2024
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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, Folsom , SUPERVISOR - CORRESPONDENCE, Other , Sacramento, California
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