Remote Call Center Manager — Lead Operations & Quality

Maximus; Austin (TX); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus seeks a Call Center Manager to oversee the daily operations of a remote call center team supporting the OPM FEHB program. You will drive performance, ensure policy compliance, and lead staff training across multiple programs.

The role requires experience supervising remote teams, workforce management, and telephony tools, plus U.S. citizenship and the ability to pass a federal background check. Salary: $75,000–$90,000 per year.

Qualifications

• 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.

Responsibilities

• Oversee the daily operations of the call center to meet performance metrics.
• Maintain updated knowledge of policies and provide staff with updates.
• Evaluate training needs to keep staff proficient across programs.
• Address quality issues with supervisory staff and monitor calls.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, and performance.
• Ensure call center compliance with ISO standards and implement corrective actions.
• Identify and resolve issues with employees and suggest process improvements.
• Escalate complaints and provide direction to staff as needed.

Skills

Staff leadership

Remote team management

Quality monitoring

Education

Bachelor's degree

Tools

Workforce management tools

Telephony tools

Job description

Maximus seeks a Call Center Manager to oversee the daily operations of a remote call center team supporting the OPM FEHB program. You will drive performance, ensure policy compliance, and lead staff training across multiple programs.

The role requires experience supervising remote teams, workforce management, and telephony tools, plus U.S. citizenship and the ability to pass a federal background check. Salary: $75,000–$90,000 per year.