Remote Call Center Leader

Maximus; Lansing (MI); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to lead customer service representatives in a fully remote capacity, ensuring quality and SLA compliance. The role requires a U.S. citizen, ability to pass a federal background check, and hosting equipment provided by the company.

You will develop schedules, coach staff, monitor performance, and partner with HR for hiring decisions while maintaining confidentiality and adherence to wage and hour policies. Contract award-based.

Qualifications

• Bachelor's degree requirement or equivalent combination of education and experience.
• 3–5 years of relevant professional experience in call centers.
• Experience supervising remote agents and managing workforce plans.

Responsibilities

• Supervise call center staff to ensure adherence to quality standards and procedures.
• Interview and assist in hiring decisions in partnership with Talent Acquisition and HR.
• Develop work schedules and assign duties for efficiency.
• Evaluate performance and take appropriate personnel actions with HR support.
• Coach staff weekly and identify training needs.
• Ensure compliance with Wage & Hour policies and rest breaks.
• Manage escalated issues and participate in policy or procedure improvements.
• Maintain confidentiality and support remote agents effectively.

Skills

Team leadership

Remote supervision

Workforce management

Coaching

Communication

Education

Bachelor's degree

Tools

Queue management software

Job description

Maximus is seeking a Call Center Supervisor to lead customer service representatives in a fully remote capacity, ensuring quality and SLA compliance. The role requires a U.S. citizen, ability to pass a federal background check, and hosting equipment provided by the company.

You will develop schedules, coach staff, monitor performance, and partner with HR for hiring decisions while maintaining confidentiality and adherence to wage and hour policies. Contract award-based.