Remote Call Center Manager — Lead Quality & Compliance

Maximus; Juneau (AK); Remote; USD 75,000 - 90,000; Full time

Benefits offered by this job

Remote work

Equipment provided

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program in a fully remote capacity. The role oversees daily call center operations, ensures performance metrics, and maintains knowledge of policies and procedures across programs.

The position requires a Bachelor’s degree and 5+ years of experience, including managing benefits-verification workflows and remote teams. Candidates must pass a federal background check and have suitable home office setup.

Qualifications

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

Responsibilities

• Oversee daily operations of the call center to meet performance metrics.
• Maintain updated knowledge of center policies and communicate them to staff.
• Identify training needs to keep staff up to date on programs.
• Address quality issues with supervisory staff and monitor call quality.
• Monitor performance goals and prepare daily/weekly reports.
• Provide leadership updates on quality, policy, and performance topics.
• Ensure compliance with ISO standards where applicable.
• Implement corrective actions to ensure policy and procedure adherence.
• Identify and resolve issues with staff and escalate as needed.
• Recommend policy changes and assist in process improvements.

Skills

Call center management

Remote team management

Workforce management

Telephony tools

Benefits-verification workflows

Education

Bachelor's degree in relevant field

Tools

Workforce management software

Telephony tools

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program in a fully remote capacity. The role oversees daily call center operations, ensures performance metrics, and maintains knowledge of policies and procedures across programs.

The position requires a Bachelor’s degree and 5+ years of experience, including managing benefits-verification workflows and remote teams. Candidates must pass a federal background check and have suitable home office setup.