Manager - Call Center (Remote)

Maximus; Hagåtña (GU); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus seeks a Call Center Manager to lead daily operations of a remote call center supporting OPM - FEHB. The role focuses on maintaining performance metrics, updating staff on policies, and driving continuous improvements in quality and processes.

Requirements include a Bachelor's degree and 5+ years in related roles, with experience in benefits-verification workflows, workforce management, and remote team leadership.

Qualifications

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

Responsibilities

• Oversee the daily operations of the call center to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; inform staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with the supervisory team and reviews of calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and departmental performance.
• Ensure compliance with ISO standards and applicable laws and procedures.
• Implement corrective actions for consistent policy application.
• Identify and resolve issues and concerns with employees.
• Recommend policy changes and support process-improvement initiatives.
• Provide direction when complaints are escalated to management.

Skills

Benefits verification

Remote team management

Workforce management

Education

Bachelor's degree

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