Remote Call Center Supervisor (Benefits Focus)

Maximus; Olympia (WA); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to lead a team of customer service representatives in a fully remote role. The position requires U.S. citizenship, the ability to pass a federal background check, and reliable home internet.

You will manage schedules, coaching, and performance, partner with HR on staffing decisions, and ensure adherence to wage and hour policies while delivering service-level outcomes under contract awards.

Qualifications

• Bachelor's degree in related field.
• 3–5 years of relevant professional experience required.
• 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
• 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
• 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

Skills

Supervisory experience

Call center experience

Education

Bachelor's degree in related field

Job description

Maximus is seeking a Call Center Supervisor to lead a team of customer service representatives in a fully remote role. The position requires U.S. citizenship, the ability to pass a federal background check, and reliable home internet.

You will manage schedules, coaching, and performance, partner with HR on staffing decisions, and ensure adherence to wage and hour policies while delivering service-level outcomes under contract awards.