Remote Call Center Manager — Lead High-Performance Support

Maximus; Phoenix (AZ); Remoto; USD 75.000 - 90.000; Tempo pieno

Descrizione del lavoro

Maximus is seeking a Call Center Manager to oversee daily operations of a remote call center team supporting the OPM - FEHB program. You will drive performance metrics, training, policy adherence, and quality improvements while managing remote staff and ensuring compliance and security requirements.

Ideal candidates have a Bachelor's degree and 5+ years in call center leadership, experience with benefits-verification workflows, and telephony/workforce management tools.

Competenze

• Bachelor's degree required or equivalent combination of education and experience.
• 5+ years of relevant professional experience in call center leadership.
• Experience managing benefits-verification workflows and/or teams.
• Experience with workforce management and telephony tools.
• Experience managing remote teams.

Mansioni

• Oversee the daily operations of the call center to ensure performance metrics are met.
• Maintain updated knowledge of call center performance requirements and policies; update staff accordingly.
• Assess training needs to keep staff current on programs.
• Address quality issues with supervisory team and reviews of calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and department performance.
• Monitor ISO standards compliance and implement corrective actions as needed.
• Evaluate performance and administer corrective actions as necessary.
• Identify and resolve issues with employees and propose policy changes.
• Provide direction when complaints are escalated to management.

Conoscenze

Benefits verification workflows

Remote team management

Workforce management

Telephony tools

Formazione

Bachelor's degree

Strumenti

Telephony tools

Workforce management tools

Descrizione del lavoro

Maximus is seeking a Call Center Manager to oversee daily operations of a remote call center team supporting the OPM - FEHB program. You will drive performance metrics, training, policy adherence, and quality improvements while managing remote staff and ensuring compliance and security requirements.

Ideal candidates have a Bachelor's degree and 5+ years in call center leadership, experience with benefits-verification workflows, and telephony/workforce management tools.