Manager - Call Center (Remote)

Maximus; États-Unis; À distance; USD 90 000 - 130 000; Plein temps

Résumé du poste

Maximus is seeking a Call Center Manager to oversee the daily operations of a remote call center team supporting ongoing programs. The role requires leadership to ensure performance metrics are met, adherence to corporate policies, and continuous staff training across multiple programs.

The manager will monitor quality, prepare regular reports, and drive process improvements while ensuring ISO standards compliance.

Qualifications

• Must be a U.S. citizen.
• Ability to pass a federal background check.
• Experience leading call center teams and improving performance metrics.

Responsabilités

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and corporate policies; provide updates to staff.
• Evaluate the need for training to keep staff current on multiple programs.
• Address quality issues with supervisory staff related to call monitoring reviews.
• Monitor performance goals and complete daily and weekly reports.
• Provide leadership with updates on quality, training, policy, and departmental performance.
• Ensure call center compliance with applicable ISO standards and policies.
• Implement corrective actions to ensure consistent application of laws and procedures.
• Identify and resolve issues with staff and recommend policy/process improvements.
• Provide direction when customer or staff escalations reach management.

Description du poste

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.
• *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

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail] .