Remote Call Center Manager: Quality & Training Lead

Maximus; Richmond (VA); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to oversee a remote call center supporting the OPM - FEHB program. The role requires 5+ years of experience in related settings, including benefits-verification workflows and remote team management. You will ensure performance metrics, staff training, policy adherence, and compliance with applicable laws and ISO standards.

The position is fully remote and contingent upon contract award. A U.S.

Qualifications

• Bachelor's degree in relevant field plus 5+ years of relevant professional experience or equivalent
• 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 ensure performance metrics are met
• Maintain updated knowledge of call center performance requirements and company policies; provide staff updates
• Evaluate training needs to keep staff current on programs
• Address quality issues with supervisory team and monitor calls
• Monitor performance goals and prepare daily/weekly reports
• Provide leadership with updates on quality, training, policy and departmental performance
• Ensure compliance with ISO standards; implement corrective actions as needed
• Identify and resolve issues with employees; suggest policy changes and process improvements
• Provide direction to staff when complaints are escalated to management

Skills

Benefits verification management

Workforce management

Telephony tools

Remote team management

Education

Bachelor's degree in relevant field

Job description

Maximus is seeking a Call Center Manager to oversee a remote call center supporting the OPM - FEHB program. The role requires 5+ years of experience in related settings, including benefits-verification workflows and remote team management. You will ensure performance metrics, staff training, policy adherence, and compliance with applicable laws and ISO standards.

The position is fully remote and contingent upon contract award. A U.S.