Remote Call Center Manager — Federal Benefits Operations

Maximus; Montpelier (VT); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus seeks a Call Center Manager to supervise daily operations of a remote call center supporting the OPM - FEHB program. You will lead a team to meet performance metrics and ensure compliance with policies and procedures.

Responsibilities include training needs assessment, quality monitoring, performance reviews, and implementing process improvements while coordinating with leadership on issues.

Qualifications

• Bachelor's degree in a 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 the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the call center performance requirements and corporate policies; provide updates to staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with Supervisory team and review calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and department performance.
• Ensure compliance with ISO standards where applicable.
• Implement corrective actions to comply with laws, regulations, and procedures.
• Write performance appraisals and address issues with employees.
• Identify and resolve issues and implement process improvements.

Skills

Benefits verification workflows

Workforce management

Remote team management

Telephony tools

Education

Bachelor's degree in relevant field

Tools

Telephony platforms

Job description

Maximus seeks a Call Center Manager to supervise daily operations of a remote call center supporting the OPM - FEHB program. You will lead a team to meet performance metrics and ensure compliance with policies and procedures.

Responsibilities include training needs assessment, quality monitoring, performance reviews, and implementing process improvements while coordinating with leadership on issues.