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General information

Job Posting Title
Customer Service Manager
Date
Monday, July 28, 2025
City
Yazoo City
State
MS
Country
United States
Working time
Full-time

Description & Requirements

Maximus is thrilled to announce an exciting opportunity for an experienced and results-driven Customer Service Manager to lead a dedicated team within a high-volume contact center in Yazoo City, MS. This role supports a critical public service initiative focused on delivering consistent, high-quality service to families through effective leadership, performance monitoring, and continuous process improvement. You’ll oversee daily operations, ensure compliance with service standards, and foster a culture of accountability and learning. If you're a proactive leader with a passion for service excellence, we encourage you to apply!


**This position is contingent upon award of the program**


Why Join Maximus?
- 💰 Competitive Compensation - Quarterly bonuses based on performance included!
- 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
- 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
- 🏝️ Unlimited Time Off Package – Enjoy UTO, Holidays, and extended sick leave, along with Short- and Long-Term Disability coverage.
- 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
- 📚 Tuition Reimbursement - Invest in your ongoing education and development.
- 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
- 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
- 📚 Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met.

- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

- Perform other duties as may be assigned
Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Program Specific Requirements:
- Bachelor’s degree required
- 3+ years of related work experience required
- Ability to manage large-scale operations, specifically in a call center environment required
- Must reside in or near Yazoo City, MS
- Willing and able to work onsite 
- Experience supporting Child Support programs is preferred
- Experience with Community Resource Support services is a plus
- Strong client management skills
- Ability to maintain confidentiality and security of all information
- Ability to comply with current and updated policies and procedures
- Ability to interact courteously and effectively with a diverse population
- Proven ability with operational analyses, processes and performance indicators
- Excellent organizational, written and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

#HumanServices
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
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.
Minimum Salary
$
60,000.00
Maximum Salary
$
70,000.00