Remote Call Center Manager for Federal Programs

Maximus; Hartford (CT); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support the OPM - FEHB program. You will oversee daily call center operations, ensure performance metrics, and lead a remote team to meet quality and policy requirements.

You will monitor training needs, manage performance, and drive process improvements while ensuring compliance with applicable laws and ISO standards. Remote, US citizen, background check required. Position contingent on contract award.

Qualifications

• Bachelor's degree in relevant field and 5+ years of experience.
• Experience managing benefits-verification workflows or teams.
• Experience with workforce management and telephony tools.
• Experience managing remote teams.

Responsibilities

• Oversee daily operations of a call center to meet performance metrics.
• Maintain updated knowledge of policies and procedures; update staff accordingly.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with Supervisory team and monitor call reviews.

Skills

5+ years experience

Benefits verification workflows

Workforce management tools

Telephony tools

Remote team management

Education

Bachelor's degree in relevant field

Tools

Telephony software

Workforce management software

Job description

Maximus is seeking a Call Center Manager to support the OPM - FEHB program. You will oversee daily call center operations, ensure performance metrics, and lead a remote team to meet quality and policy requirements.

You will monitor training needs, manage performance, and drive process improvements while ensuring compliance with applicable laws and ISO standards. Remote, US citizen, background check required. Position contingent on contract award.