Remote Call Center Manager - Federal Benefits

Maximus; Madison (WI); A distancia; USD 75.000 - 90.000; Jornada completa

Descripción de la vacante

Maximus is seeking a Call Center Manager to lead a remote call center team supporting the OPM - FEHB program. The role requires directing daily operations, upholding performance metrics, and ensuring compliance with policies and federal requirements.

You will oversee training needs, monitor quality across calls, and provide management with updates on issues impacting performance and staff. Remote work is required and the position is contingent upon contract award.

Formación

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

Responsabilidades

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; provide updates to staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with Supervisory team and monitor calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy and performance levels.
• Ensure compliance with ISO standards and apply corrective actions as needed.
• Identify and resolve issues with employees; implement process improvements.

Conocimientos

Call Center Management

Remote Team Management

Workforce Management

Quality Monitoring

Policy Compliance

Educación

Bachelor's degree or equivalent

Herramientas

Telephony Tools

Workforce Management Software

Descripción del empleo

Maximus is seeking a Call Center Manager to lead a remote call center team supporting the OPM - FEHB program. The role requires directing daily operations, upholding performance metrics, and ensuring compliance with policies and federal requirements.

You will oversee training needs, monitor quality across calls, and provide management with updates on issues impacting performance and staff. Remote work is required and the position is contingent upon contract award.