Remote Call Center Manager - Federal Programs

Maximus; Atlanta (GA); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead daily operations and ensure performance targets across a remote team in the United States. You will oversee training, policy updates, and quality improvements while maintaining ISO compliance and coordinating with staff on program requirements.

The role requires a Bachelor's degree and 5+ years of relevant experience, including benefits-verification workflows and telephony tools, with proven experience managing remote teams.

Qualifications

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

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Maintain updated knowledge of policies and procedures and inform staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues and monitor call reviews for accuracy.
• Monitor performance goals and produce regular reports.
• Provide leadership updates on quality, training, policy, and staff issues.
• Ensure call center compliance with ISO standards as applicable.
• Implement corrective actions to ensure compliance with laws and procedures.
• Identify and resolve issues with employees and escalate as needed.
• Suggestpolicy changes and support process improvements.

Skills

Benefits-verification workflows

Remote team management

Education

Bachelor's degree in relevant field

Tools

Telephony tools

Workforce management tools

Job description

Maximus is seeking a Call Center Manager to lead daily operations and ensure performance targets across a remote team in the United States. You will oversee training, policy updates, and quality improvements while maintaining ISO compliance and coordinating with staff on program requirements.

The role requires a Bachelor's degree and 5+ years of relevant experience, including benefits-verification workflows and telephony tools, with proven experience managing remote teams.