Manager - Call Center (Remote)

Maximus; Denver (CO); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead the daily operations of a remote call center supporting the OPM - FEHB program. You will ensure performance metrics are met, provide policy updates, and drive process improvements across teams.

You will also oversee training needs, monitor quality, and manage remote staff, with emphasis on compliance, ISO standards, and timely reporting to leadership. This role requires a Bachelor's degree and 5+ years of relevant experience, and the ability to

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience required
• Experience managing benefits-verification workflows and/or teams
• Experience with workforce management and telephony tools
• Experience managing remote teams

Responsibilities

• Oversee the daily operations of the call center to meet performance metrics
• Maintain updated knowledge of call center performance requirements and policies; provide updates to staff
• Evaluate training needs to ensure staff stay current on multiple programs
• Address quality issues with Supervisory team regarding reviews and call monitoring
• Monitor performance goals and complete daily/weekly reports
• Provide leadership with updates on quality, training, policy, staff issues and department performance
• Monitor compliance with ISO standards; implement corrective actions
• Identify and resolve issues with employees; provide appropriate corrective actions
• Recommend changes to policies and establish procedures to support process improvements
• Provide guidance when complaints are escalated to management level

Skills

Benefits-verification workflows

Remote team management

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

Telephony tools

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program.

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.

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.

'- Experience managing benefits-verification workflows and/or teams.

• Experience with workforce management and telephony tools.

• Experience managing remote teams.

Position is contingent upon contract award

• This is a fully remote role.

• Must be a U.S. citizen.

• Equipment will be provided but must meet the remote position requirement provided below.

• Must have the ability to pass a federal background check.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

• Minimum 5mpbs upload speed.

• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

• Private work area and adequate power source

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.

Minimum Salary

$75,000

Maximum Salary

$90,000