Manager - Call Center (Remote)

Maximus; Helena (MT); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead a remote team delivering FEHB program support. You will oversee daily operations, drive performance, and ensure policy alignment while managing audits and training needs.

The role requires a Bachelor's degree and 5+ years of related experience, with hands-on experience in benefits verification and telephony tools. Remote, US-based, with background checks and equipment provided.

Qualifications

• Bachelor's degree in relevant field 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.

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Maintain updated knowledge of policies and procedures and update staff accordingly.
• Evaluate training needs to keep staff current across programs.
• Address quality issues with Supervisory team and monitor call reviews.
• Monitor performance goals and complete daily and weekly reports.
• Provide leadership updates on quality, training, policy and staff performance.
• Ensure call center compliance with ISO standards where applicable.
• Implement corrective actions to enforce laws, regulations, policies, and procedures.
• Monitor and evaluate performance, write appraisals, and provide corrective actions.
• Identify and resolve issues and concerns with employees.
• Recommend policy changes and assist in process improvements.
• Provide direction when complaints are escalated to management.

Skills

Workforce management

Remote team leadership

Benefits verification

Policy compliance

Education

Bachelor's degree in relevant field

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