Remote Call Center Manager - Benefits Ops Lead

Maximus; Santa Fe (NM); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. The role is fully remote and requires U.S. citizenship.

The position oversees daily call center operations, ensures performance metrics, and maintains knowledge of policies and procedures. Responsibilities include training assessment, quality monitoring, ISO compliance, and implementing corrective actions. The candidate should have a Bachelor's degree and 5+ years of related experience, with experience in

Qualifications

• Bachelor's degree in a relevant field and 5+ years of 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.

Responsibilities

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and updates to staff.
• Evaluate training needs to keep staff current across programs.
• Address quality issues with Supervisory team and reviews of calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership with updates on quality, training, policy, and department performance.
• Monitor ISO compliance and effect corrective actions as needed.
• Identify and resolve issues with employees and escalate complaints when necessary.
• Recommend policy changes and assist in process improvements.

Education

Bachelor's degree in relevant field

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. The role is fully remote and requires U.S. citizenship.

The position oversees daily call center operations, ensures performance metrics, and maintains knowledge of policies and procedures. Responsibilities include training assessment, quality monitoring, ISO compliance, and implementing corrective actions. The candidate should have a Bachelor's degree and 5+ years of related experience, with experience in