Remote Call Center Manager — Federal Programs

Maximus; United States; Remoto; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Maximus is seeking a Call Center Manager to oversee the daily operations of a remote call center team supporting ongoing programs. The role requires leadership to ensure performance metrics are met, adherence to corporate policies, and continuous staff training across multiple programs.

The manager will monitor quality, prepare regular reports, and drive process improvements while ensuring ISO standards compliance.

Competenze

• Must be a U.S. citizen.
• Ability to pass a federal background check.
• Experience leading call center teams and improving performance metrics.

Mansioni

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and corporate policies; provide updates to staff.
• Evaluate the need for training to keep staff current on multiple programs.
• Address quality issues with supervisory staff related to call monitoring reviews.
• Monitor performance goals and complete daily and weekly reports.
• Provide leadership with updates on quality, training, policy, and departmental performance.
• Ensure call center compliance with applicable ISO standards and policies.
• Implement corrective actions to ensure consistent application of laws and procedures.
• Identify and resolve issues with staff and recommend policy/process improvements.
• Provide direction when customer or staff escalations reach management.

Descrizione del lavoro

Maximus is seeking a Call Center Manager to oversee the daily operations of a remote call center team supporting ongoing programs. The role requires leadership to ensure performance metrics are met, adherence to corporate policies, and continuous staff training across multiple programs.

The manager will monitor quality, prepare regular reports, and drive process improvements while ensuring ISO standards compliance.