Remote Call Center Manager - Federal Programs Lead

Maximus; Columbus (OH); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM FEHB program. This fully remote role requires a U.S. citizen, a bachelor's degree, and 5+ years in call center leadership, including benefits-verification workflows and remote oversight.

Equipment provided; background check required. Responsibilities include overseeing daily operations, ensuring policy compliance, monitoring performance, and driving process improvements.

Qualifications

• Bachelor's degree or equivalent with 5+ years in call center leadership.
• Experience managing benefits-verification workflows or teams.
• Familiarity with workforce management and telephony tools.
• Experience managing remote teams.

Responsibilities

• Oversee daily operations of the call center to meet performance metrics.
• Maintain knowledge of call center policies; update staff as needed.
• Identify training needs to keep staff updated on programs.
• Address quality issues with supervisory teams and ensure call reviews.
• Monitor performance goals and generate daily/weekly reports.
• Provide leadership updates on quality, training, policy, and performance.
• Ensure ISO compliance and implement corrective actions as needed.
• Write performance appraisals and address issues with staff.
• Identify and resolve issues with employees; recommend policy changes.
• Guide staff when complaints escalate to management.

Skills

Remote team leadership

Quality monitoring

Policy compliance

Staff coaching

Performance reporting

Education

Bachelor's degree in relevant field

Tools

Telephony systems

Workforce management tools

Job description

Maximus is seeking a Call Center Manager to support our OPM FEHB program. This fully remote role requires a U.S. citizen, a bachelor's degree, and 5+ years in call center leadership, including benefits-verification workflows and remote oversight.

Equipment provided; background check required. Responsibilities include overseeing daily operations, ensuring policy compliance, monitoring performance, and driving process improvements.