Remote Call Center Supervisor

Maximus; Hagåtña (GU); Remote; USD 51,000 - 57,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Maximus is seeking a Call Center Supervisor to lead frontline customer service representatives in a fully remote capacity. The role focuses on ensuring adherence to quality standards, meeting deadlines, and following established procedures, in collaboration with HR and Talent Acquisition.

Candidates should have a Bachelor's degree, 3-5 years of relevant experience, and prior supervision of remote agents. U.S.

Qualifications

• Bachelor's degree in related field.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree.
• Experience supervising remote agents.
• Experience with workforce management and real-time queue tools.

Responsibilities

• Supervise call center staff to ensure quality standards and deadlines.
• Interview and recommend hiring and promotion with HR collaboration.
• Develop work schedules and assign duties for efficiency.
• Evaluate performance and pursue appropriate personnel actions with HR.
• Coach direct reports through weekly sessions and identify training needs.
• Ensure adherence to Wage & Hour policy and breaks.
• Analyze performance data and provide regular coaching.
• Support policy improvements and leadership in departmental tasks.

Skills

Supervisory experience

Coaching

Time management

Communication

Training needs analysis

Education

Bachelor's degree in related field

Tools

Workforce management tools

Real-time queue tools

Remote agent supervision tools

Job description

Maximus is seeking a Call Center Supervisor to lead frontline customer service representatives in a fully remote capacity. The role focuses on ensuring adherence to quality standards, meeting deadlines, and following established procedures, in collaboration with HR and Talent Acquisition.

Candidates should have a Bachelor's degree, 3-5 years of relevant experience, and prior supervision of remote agents. U.S.