Remote Call Center Manager - Federal Programs

Maximus

Nashville (TN)

Remote

USD 75,000 - 90,000

Full time

6 days ago

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Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program, leading a remote call center team in the United States. You will drive performance metrics, policy compliance, training needs, and quality reviews while coordinating with Supervisory staff and reporting on key outcomes.

This fully remote role requires US citizenship; equipment is provided and the position may require a federal background check.

Qualifications

Bachelor's degree in relevant field and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
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 provide updates to staff.
Evaluate training needs to ensure staff stays current on programs.
Address quality issues with Supervisory team and calls monitored.
Monitor performance goals and complete daily/weekly reports.
Provide leadership updates on quality, training, policy, procedures and department performance.
Monitor ISO compliance and implement corrective actions as needed.
Write performance appraisals and provide corrective actions.
Identify and resolve issues with employees and recommend process improvements.