Manager - Call Center (Remote)

Maximus; Phoenix (AZ); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to oversee daily operations of a remote call center team supporting the OPM - FEHB program. You will drive performance metrics, training, policy adherence, and quality improvements while managing remote staff and ensuring compliance and security requirements.

Ideal candidates have a Bachelor's degree and 5+ years in call center leadership, experience with benefits-verification workflows, and telephony/workforce management tools.

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 5+ years of relevant professional experience in call center leadership.
• 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 ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; update staff accordingly.
• Assess training needs to keep staff current on programs.
• Address quality issues with supervisory team and reviews of calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and department performance.
• Monitor ISO standards compliance and implement corrective actions as needed.
• Evaluate performance and administer corrective actions as necessary.
• Identify and resolve issues with employees and propose policy changes.
• Provide direction when complaints are escalated to management.

Skills

Benefits verification workflows

Remote team management

Workforce management

Telephony tools

Education

Bachelor's degree

Tools

Telephony tools

Workforce management 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