Call Analyst Level 2 - Nashville, TN - Job Listing

Essential Duties and Responsibilities:
- Work on assignments that are moderately difficult, requiring judgement in resolving issues.

- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls and/or correspondence, and greeting guests.

- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.

- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

Key Responsibilities:

- Serve as the first point of contact for inbound and outbound calls, providing courteous, accurate, and professional support to all callers.

- Respond to inquiries by following established scripts, protocols, and standard operating procedures.

- Analyze caller needs to determine the appropriate response, resolution, or escalation path.

- Document call details accurately in the designated systems, ensuring data integrity and compliance with program requirements.

- Provide clear and consistent information while maintaining confidentiality and adherence to privacy policies.

- Resolve routine inquiries independently and escalate complex or sensitive issues according to guidelines.

- Meet or exceed quality, productivity, and adherence metrics as defined by the program.

- Maintain professionalism and composure in high volume or high pressure environments.

- Stay current on program updates, policy changes, and procedural enhancements through ongoing training.

Qualifications & Experience:

- 3 – 5 years of prior call center or contact center experience.

- Advanced working knowledge of call center systems and commonly used computer applications, with the ability to manage multiple systems in a fast paced environment.

- Demonstrated experience performing under pressure, handling demanding situations while remaining calm, patient, and professional.

- Proven ability to maintain high levels of accuracy and attention to detail across all tasks.

- Strong written English skills, with the ability to accurately input, update, and record service user information.

- Ability to work independently, showing initiative and sound decision making skills.

- Experience managing multiple tasks simultaneously, meeting deadlines while maintaining quality standards.

- Comfortable working in a fast paced, metrics driven environment.

- Active listening and clear communication to understand caller needs and deliver accurate information.

- Conflict resolution and de escalation skills when managing difficult or high stress interactions.

Minimum Requirements

- High School diploma or equivalent required with 2-4 years of experience.

- May have additional training or education in area of specialization.

- Must be a US Citizen

- Ability to work onsite in Nashville, TN required.

- The center operates 24/7; therefore, candidates must be able to work an 8-10 hour shift during any time within a 24-hour period, including weekends and holidays.

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.