Remote Call Center Supervisor - Benefits Focus

Maximus; Dover (DE); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to provide frontline supervision of customer service representatives and ensure program objectives and SLAs are met. The role is fully remote and contingent on contract award.

You will interview and hire in collaboration with HR, develop schedules, coach staff weekly, monitor performance, and enforce Wage & Hour policies while maintaining confidentiality and escalating issues as needed.

Qualifications

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

Responsibilities

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks.
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.
• Participate in meetings and recommend changes to policies and procedures.
• Assume leadership responsibility for departmental tasks and call center activities as required.
• Support and enforce call center expectations.
• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership.
• Maintain a high level of confidentiality while performing all work tasks.
• Perform other duties as assigned by leadership.

Skills

Leadership

Supervision

Interviewing

Scheduling

Coaching

Performance management

Education

Bachelor's degree

Tools

Workforce management tools

Real-time queue tools

Job description

Maximus is seeking a Call Center Supervisor to provide frontline supervision of customer service representatives and ensure program objectives and SLAs are met. The role is fully remote and contingent on contract award.

You will interview and hire in collaboration with HR, develop schedules, coach staff weekly, monitor performance, and enforce Wage & Hour policies while maintaining confidentiality and escalating issues as needed.