Remote Call Center Manager: Operations & Quality Lead

Maximus; Denver (CO); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead the daily operations of a remote call center supporting the OPM - FEHB program. You will ensure performance metrics are met, provide policy updates, and drive process improvements across teams.

You will also oversee training needs, monitor quality, and manage remote staff, with emphasis on compliance, ISO standards, and timely reporting to leadership. This role requires a Bachelor's degree and 5+ years of relevant experience, and the ability to

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience required
• 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 call center performance requirements and policies; provide updates to staff
• Evaluate training needs to ensure staff stay current on multiple programs
• Address quality issues with Supervisory team regarding reviews and call monitoring
• Monitor performance goals and complete daily/weekly reports
• Provide leadership with updates on quality, training, policy, staff issues and department performance
• Monitor compliance with ISO standards; implement corrective actions
• Identify and resolve issues with employees; provide appropriate corrective actions
• Recommend changes to policies and establish procedures to support process improvements
• Provide guidance when complaints are escalated to management level

Skills

Benefits-verification workflows

Remote team management

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

Telephony tools

Job description

Maximus is seeking a Call Center Manager to lead the daily operations of a remote call center supporting the OPM - FEHB program. You will ensure performance metrics are met, provide policy updates, and drive process improvements across teams.

You will also oversee training needs, monitor quality, and manage remote staff, with emphasis on compliance, ISO standards, and timely reporting to leadership. This role requires a Bachelor's degree and 5+ years of relevant experience, and the ability to