Remote Call Center Manager - Lead Performance & Quality

Maximus; Honolulu (HI); À distance; USD 75 000 - 90 000; Plein temps

Résumé du poste

Maximus is seeking a Call Center Manager to lead the daily operations of a remote call center supporting the OPM - FEHB program. You will drive performance, ensure policy adherence, and oversee training and quality initiatives while coordinating with supervisors and staff.

The role requires a bachelor's degree with 5+ years of relevant experience, experience managing remote teams, and proficiency with workforce management and telephony tools. U.S.

Qualifications

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

Responsabilités

• Oversee the daily operations of the call center to meet performance metrics.
• Maintain updated knowledge of policies and provide staff updates.
• Evaluate training needs and ensure staff maintains knowledge of programs.
• Address quality issues with supervisory teams and monitor call reviews.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, policy, and performance.
• Ensure compliance with ISO standards where applicable.
• Implement corrective actions to ensure policy adherence.
• Identify and resolve issues with employees and propose policy improvements.
• Provide direction when complaints are escalated to management.

Connaissances

Benefits verification

Workforce management

Telephony tools

Remote team management

Formation

Bachelor's degree

Description du poste

Maximus is seeking a Call Center Manager to lead the daily operations of a remote call center supporting the OPM - FEHB program. You will drive performance, ensure policy adherence, and oversee training and quality initiatives while coordinating with supervisors and staff.

The role requires a bachelor's degree with 5+ years of relevant experience, experience managing remote teams, and proficiency with workforce management and telephony tools. U.S.