Remote Call Center Manager – Federal Programs Lead

Maximus; Annapolis (MD); Remoto; USD 75.000 - 90.000; Tempo pieno

Descrizione del lavoro

Maximus seeks a Call Center Manager to oversee remote operations for the OPM-FEHB program. Lead performance metrics, staff training, and policy compliance while ensuring quality and service levels.

The role requires a bachelor’s degree with 5+ years of related experience, plus expertise in benefits-verification workflows, workforce management, telephony tools, and remote team leadership. Fully remote; U.S. citizen; background check required.

Competenze

• Bachelor's degree in relevant field and 5+ years of professional experience.
• Experience managing benefits-verification workflows and/or teams.
• Experience with workforce management and telephony tools.
• Experience managing remote teams.
• Position is contingent upon contract award.

Mansioni

• Oversee daily operations of a call center to meet performance metrics.
• Provide updates to staff on policies and procedures.
• Evaluate training needs to keep staff current.
• Address quality issues with Supervisors and call monitoring.
• Monitor performance and produce daily/weekly reports.
• Provide updates to leadership on quality, training, and department performance.
• Ensure compliance with ISO standards as applicable.
• Implement corrective actions to ensure compliance with laws and policies.
• Write performance appraisals and take corrective actions.
• Identify and resolve staff issues.
• Recommend policy changes and assist in process improvements.

Conoscenze

Benefits workflow management

Workforce management

Telephony tools

Remote team leadership

Formazione

Bachelor's degree

Descrizione del lavoro

Maximus seeks a Call Center Manager to oversee remote operations for the OPM-FEHB program. Lead performance metrics, staff training, and policy compliance while ensuring quality and service levels.

The role requires a bachelor’s degree with 5+ years of related experience, plus expertise in benefits-verification workflows, workforce management, telephony tools, and remote team leadership. Fully remote; U.S. citizen; background check required.