Remote Call Center Manager – Federal Programs

Maximus; Hagåtña (GU); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus seeks a Call Center Manager to lead daily operations of a remote call center supporting OPM - FEHB. The role focuses on maintaining performance metrics, updating staff on policies, and driving continuous improvements in quality and processes.

Requirements include a Bachelor's degree and 5+ years in related roles, with experience in benefits-verification workflows, workforce management, and remote team leadership.

Qualifications

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

Responsibilities

• Oversee the daily operations of the call center to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; inform staff.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with the supervisory team and reviews of calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and departmental performance.
• Ensure compliance with ISO standards and applicable laws and procedures.
• Implement corrective actions for consistent policy application.
• Identify and resolve issues and concerns with employees.
• Recommend policy changes and support process-improvement initiatives.
• Provide direction when complaints are escalated to management.

Skills

Benefits verification

Remote team management

Workforce management

Education

Bachelor's degree

Tools

Telephony tools

Job description

Maximus seeks a Call Center Manager to lead daily operations of a remote call center supporting OPM - FEHB. The role focuses on maintaining performance metrics, updating staff on policies, and driving continuous improvements in quality and processes.

Requirements include a Bachelor's degree and 5+ years in related roles, with experience in benefits-verification workflows, workforce management, and remote team leadership.