Remote Call Center Manager - Quality & Operations Leader

Maximus; Helena (MT); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to lead a remote team delivering FEHB program support. You will oversee daily operations, drive performance, and ensure policy alignment while managing audits and training needs.

The role requires a Bachelor's degree and 5+ years of related experience, with hands-on experience in benefits verification and telephony tools. Remote, US-based, with background checks and equipment provided.

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience required, or equivalent combination of education and 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 updated knowledge of policies and procedures and update staff accordingly.
• Evaluate training needs to keep staff current across programs.
• Address quality issues with Supervisory team and monitor call reviews.
• Monitor performance goals and complete daily and weekly reports.
• Provide leadership updates on quality, training, policy and staff performance.
• Ensure call center compliance with ISO standards where applicable.
• Implement corrective actions to enforce laws, regulations, policies, and procedures.
• Monitor and evaluate performance, write appraisals, and provide corrective actions.
• Identify and resolve issues and concerns with employees.
• Recommend policy changes and assist in process improvements.
• Provide direction when complaints are escalated to management.

Skills

Workforce management

Remote team leadership

Benefits verification

Policy compliance

Education

Bachelor's degree in relevant field

Tools

Telephony tools

Job description

Maximus is seeking a Call Center Manager to lead a remote team delivering FEHB program support. You will oversee daily operations, drive performance, and ensure policy alignment while managing audits and training needs.

The role requires a Bachelor's degree and 5+ years of related experience, with hands-on experience in benefits verification and telephony tools. Remote, US-based, with background checks and equipment provided.