Remote Call Center Manager - Federal Program Lead

Maximus, Inc.; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Maximus, Inc. is seeking a Call Center Manager to lead a remote team supporting government programs. You will oversee daily call center operations, drive performance metrics, and ensure policy adherence across projects.

The role requires strong leadership, experience in training needs, and the ability to implement corrective actions. You will report on quality, compliance with ISO standards, and staff performance while maintaining security and background checks.

Qualifications

• Experience leading a call center team.
• Must be a U.S. citizen.
• Ability to pass federal background check.
• Remote work setup with home office.

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Update staff on policies and procedures.
• Identify training needs to maintain program knowledge.
• Monitor quality and compliance with ISO standards.
• Provide leadership on issue resolution and corrective actions.
• Prepare regular performance reports.

Skills

Staff leadership

Operations management

Quality assurance

Performance metrics

Policy compliance

Training needs

ISO standards

Issue resolution

Job description

Maximus, Inc. is seeking a Call Center Manager to lead a remote team supporting government programs. You will oversee daily call center operations, drive performance metrics, and ensure policy adherence across projects.

The role requires strong leadership, experience in training needs, and the ability to implement corrective actions. You will report on quality, compliance with ISO standards, and staff performance while maintaining security and background checks.