Remote Call Center Manager for Federal Benefits

Maximus; Topeka (KS); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support the OPM - FEHB program. The role leads daily call center operations, ensures performance metrics, and maintains policy knowledge while guiding remote staff. You will monitor quality, training needs, and compliance with ISO standards, and drive process improvements.

Remote, US citizen, background check required. This fully remote role requires experience managing benefits-verification workflows and remote teams, with a Bachelor's degree and 5+

Qualifications

• Bachelor's degree in relevant field of study 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 the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.

Skills

Team leadership

Remote team management

Workflow management

Telephony tools

Communication

Education

Bachelor's degree

Tools

Workforce management tools

Telephony systems

Job description

Maximus is seeking a Call Center Manager to support the OPM - FEHB program. The role leads daily call center operations, ensures performance metrics, and maintains policy knowledge while guiding remote staff. You will monitor quality, training needs, and compliance with ISO standards, and drive process improvements.

Remote, US citizen, background check required. This fully remote role requires experience managing benefits-verification workflows and remote teams, with a Bachelor's degree and 5+