Manager - Call Center (Remote)

Maximus; Madison (WI); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead a remote call center team supporting the OPM - FEHB program. The role requires directing daily operations, upholding performance metrics, and ensuring compliance with policies and federal requirements.

You will oversee training needs, monitor quality across calls, and provide management with updates on issues impacting performance and staff. Remote work is required and the position is contingent upon contract award.

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 the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; provide updates to staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with Supervisory team and monitor calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy and performance levels.
• Ensure compliance with ISO standards and apply corrective actions as needed.
• Identify and resolve issues with employees; implement process improvements.

Skills

Call Center Management

Remote Team Management

Workforce Management

Quality Monitoring

Policy Compliance

Education

Bachelor's degree or equivalent

Tools

Telephony Tools

Workforce Management Software

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