Remote Call Center Manager — Quality & Performance Leader

Maximus

Jackson (MS)

Remote

USD 75.000 - 90.000

Vollzeit

vor 41 Stunden

Sei unter den ersten Bewerbenden

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Zusammenfassung

Maximus is seeking a Call Center Manager to support the OPM - FEHB program in a fully remote role.

The position requires overseeing daily call center operations, monitoring performance metrics, and leading staff through training, quality assurance, and policy compliance. Candidates should have a Bachelor’s degree with 5+ years of related experience and be able to manage remote teams and benefits-verification workflows.

Qualifikationen

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

Aufgaben

Oversee the daily operations of a call center team to ensure performance metrics are met.
Maintain updated knowledge of call center performance requirements and policies; provide staff updates.
Evaluate training needs to keep staff current on programs.
Address quality issues with supervisory staff and monitor call corrections.
Monitor performance goals and complete daily/weekly reports.
Provide leadership with updates on quality, training, policy, staff issues and performance.
Ensure compliance with ISO standards and implement corrective actions as needed.
Write performance appraisals and manage issues with employees.
Escalate and resolve staff concerns; suggest policy/process improvements.

Ausbildung

Bachelor's degree in relevant field

Jobbeschreibung