Remote Call Center Manager - Performance & Quality Lead

African American Talent; Tallahassee (FL); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus seeks a Call Center Manager to lead a remote, US-based call center for the OPM - FEHB program. You will drive performance, quality, and policy adherence across teams, with emphasis on training and process improvements.

The role requires a bachelor’s degree and 5+ years in call center leadership, experience with benefits verification workflows, and remote-team management. The position is fully remote and US citizen eligibility applies.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of leadership in a call center.
• Experience managing benefits-verification workflows.
• 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 policies and procedures; provide updates to staff.
• Evaluate training needs to ensure knowledge of multiple programs.
• Address quality issues and monitor calls for compliance and improvements.
• Monitor performance goals and complete daily/weekly reports.
• Provide leadership updates on quality, training, and departmental performance.
• Ensure call center compliance with applicable standards.
• Identify and resolve issues with staff; implement process improvements.
• Escalate and manage complaints at management level.

Skills

Benefits-verification workflows

Remote team management

Workforce management

Education

Bachelor's degree in relevant field

Tools

Telephony tools

Workforce management tools

Job description

Maximus seeks a Call Center Manager to lead a remote, US-based call center for the OPM - FEHB program. You will drive performance, quality, and policy adherence across teams, with emphasis on training and process improvements.

The role requires a bachelor’s degree and 5+ years in call center leadership, experience with benefits verification workflows, and remote-team management. The position is fully remote and US citizen eligibility applies.