Remote Call Center Manager - Performance & Policy Lead

Maximus; Trenton (NJ); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. The role is fully remote, with requirements including a bachelor’s degree and 5+ years of related experience. Responsibilities include overseeing daily operations, training, policy updates, and ISO compliance while driving performance metrics.

The position emphasizes leadership, remote team management, and continual process improvements to ensure program success and staff development.

Qualifications

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

Responsibilities

• Oversee daily call center operations to meet performance metrics.
• Maintain knowledge of policies and update staff on core procedures.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with supervisory staff and reviews.
• Monitor performance and prepare daily/weekly reports.
• Provide leadership and updates on quality, policy, and performance.
• Ensure compliance with ISO standards and applicable laws.
• Implement corrective actions and process improvements as needed.
• Resolve issues and concerns raised by employees.
• Escalate and direct staff when complaints reach management.

Skills

Leadership

Call center

Workforce management

Remote teams

Benefits verification

Education

Bachelor's degree in relevant field

Tools

Telephony tools

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. The role is fully remote, with requirements including a bachelor’s degree and 5+ years of related experience. Responsibilities include overseeing daily operations, training, policy updates, and ISO compliance while driving performance metrics.

The position emphasizes leadership, remote team management, and continual process improvements to ensure program success and staff development.