Remote Call Center Manager - Benefits Operations

Maximus; Tallahassee (FL); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead a remote team supporting the OPM - FEHB program. You will oversee daily call center operations, ensure performance metrics, and implement training to keep staff current on multiple programs.

You will monitor quality, policy adherence, and staff performance, providing senior leadership with updates and corrective actions as needed. A bachelor's degree and 5+ years of experience are required, with US citizenship and ability to pass a background

Qualifications

• Bachelor's degree in relevant field and 5+ years of 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 a call center to meet performance metrics.
• Maintain knowledge of call center requirements and policy updates.
• Evaluate training needs to keep staff informed on programs.
• Address quality issues with supervisory teams and coaching.
• Monitor performance goals and generate daily/weekly reports.
• Provide leadership updates on quality, policy, training and performance.
• Ensure call center compliance with ISO standards as applicable.
• Implement corrective actions to ensure policy adherence.
• Write performance appraisals and take corrective actions when needed.
• Identify and resolve staff issues and escalate complaints when required.
• Suggest policy changes and assist in process improvements.

Skills

Benefits verification workflows

Workforce management

Telephony tools

Remote team management

Education

Bachelor's degree

Tools

Workforce management software

Remote collaboration tools

Job description

Maximus is seeking a Call Center Manager to lead a remote team supporting the OPM - FEHB program. You will oversee daily call center operations, ensure performance metrics, and implement training to keep staff current on multiple programs.

You will monitor quality, policy adherence, and staff performance, providing senior leadership with updates and corrective actions as needed. A bachelor's degree and 5+ years of experience are required, with US citizenship and ability to pass a background