Remote Call Center Manager — Lead Quality & Ops

Maximus; Augusta (ME); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program in a fully remote role. You will oversee daily operations, monitor quality, and drive improvements across training and policy adherence.

The role requires a Bachelor's degree and 5+ years of call center management experience, including remote teams, with salary between $75,000 and $90,000 annually. U.S. citizenship and compliance checks are required.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years of professional experience in call center management.
• Experience managing remote teams and telephony/workforce tools.

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Update staff on policies and procedures; monitor quality and training needs.
• Evaluate training needs and ensure staff knowledge across programs.
• Address quality issues with supervisory staff and monitor calls.
• Prepare daily/weekly performance reports and provide leadership updates.
• Ensure compliance with ISO standards and apply corrective actions as needed.

Skills

5+ years experience

Benefits verification

Remote team leadership

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

Telephony tools

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program in a fully remote role. You will oversee daily operations, monitor quality, and drive improvements across training and policy adherence.

The role requires a Bachelor's degree and 5+ years of call center management experience, including remote teams, with salary between $75,000 and $90,000 annually. U.S. citizenship and compliance checks are required.