Remote Call Center Manager - Benefits & Compliance Lead

Maximus; Boston (MA); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. You will lead daily operations, drive performance, and ensure compliance across a remote team nationwide. You will oversee staff development, training needs, policy adherence, and quality improvements while coordinating with stakeholders.

The role requires 5+ years in call center leadership, benefits verification experience, and remote-work capability. This fully remote position requires U.S.

Qualifications

• Bachelor's degree in relevant field or equivalent combination of education and experience.
• 5+ years of relevant professional experience.
• Experience managing benefits-verification workflows and/or teams.
• Experience with workforce management and telephony tools.
• Experience managing remote teams.

Responsibilities

• Oversee daily operations of the call center to meet performance metrics.
• Update staff on policies, procedures, and performance requirements.
• Identify training needs to keep staff up to date on programs.
• Address quality issues and monitor call reviews for improvements.
• Monitor performance goals and prepare daily and weekly reports.
• Provide leadership with updates on quality, training, policy, and performance.
• Ensure compliance with ISO standards and applicable laws and procedures.
• Implement corrective actions to ensure policy and procedure adherence.
• Write performance appraisals and address staff issues.
• Identify and resolve employee issues and escalate when needed.
• Suggest changes to policies and help implement process improvements.
• Guide staff during escalated complaints to management.

Skills

Benefits-verification workflows

Remote team management

Leadership & performance

Education

Bachelor's degree in relevant field

Tools

Workforce management software

Telephony tools

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. You will lead daily operations, drive performance, and ensure compliance across a remote team nationwide. You will oversee staff development, training needs, policy adherence, and quality improvements while coordinating with stakeholders.

The role requires 5+ years in call center leadership, benefits verification experience, and remote-work capability. This fully remote position requires U.S.