Remote Call Center Manager - Lead, Optimize, & Grow

Maximus

Lincoln (NE)

Remote

USD 75,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Fully remote role

Equipment provided

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. This fully remote leadership role oversees daily call center operations, ensures performance metrics are met, and guides staff through training and quality initiatives from a home office.

The successful candidate will hold a bachelor's degree with 5+ years in call center management, experience with telephony and workforce management, and a proven ability to lead remote teams while maintaining compliance with applicable

Qualifications

Bachelor's degree in relevant field 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 call center performance requirements and policies; provide updates to staff.
Evaluate training needs to ensure staff knowledge on multiple programs.
Address quality issues and ensure reviews and corrective actions are taken.
Monitor performance goals and complete daily/weekly reports.
Provide leadership updates on quality, training, and departmental performance.