Remote Call Center Manager – Federal Benefits Operations

Maximus; Olympia (WA); Teletrabalho; USD 75 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equipment provided

Resumo da oferta

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. This fully remote role reports to operations leadership and requires a US-based candidate with a Bachelor's degree and 5+ years of relevant experience in call-center environments.

You will oversee daily operations, monitor performance, and ensure compliance with ISO standards while guiding training and staff development. Equipment will be provided, and federal background checks may be required.

Qualificações

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

Responsabilidades

• Oversee daily call center operations to ensure performance metrics are met.
• Provide updates to staff on policies, procedures and performance expectations.
• Evaluate training needs to keep staff current on multiple programs.
• Address quality issues with Supervisory team and monitor call reviews.
• Monitor performance goals and complete daily and weekly reports.
• Lead with updates on quality, training, policy, and departmental performance.
• Ensure compliance with ISO standards and applicable laws and procedures.
• Implement corrective actions and evaluate performance with appraisals.
• Identify and resolve issues, problems, and concerns with employees.
• Recommend policy changes and support process improvements.

Conhecimentos

People management

Remote team management

Workforce management

Telephony tools

Formação académica

Bachelor's degree or equivalent

Ferramentas

Telephony tools

Remote work tools

Descrição da oferta de emprego

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. This fully remote role reports to operations leadership and requires a US-based candidate with a Bachelor's degree and 5+ years of relevant experience in call-center environments.

You will oversee daily operations, monitor performance, and ensure compliance with ISO standards while guiding training and staff development. Equipment will be provided, and federal background checks may be required.