Remote Call Center Supervisor: Benefits-Focused

Maximus; Boise (ID); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor for a fully remote role in the United States. You will lead front-line CSRs to meet program objectives and service levels, recruit and coach staff, and ensure compliance with Wage & Hour policies. The position requires U.S.

citizenship and the ability to pass a federal background check. Ideal candidates will have 3–5 years of supervisory experience in a benefits-focused call center, with strong leadership and scheduling skills.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of relevant professional experience.
• 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.
• Interview and recommend hiring and promotion of contact center staff.
• Develop work schedules and assign duties to direct report personnel.
• Evaluate employees' job performance and recommend action with HR.
• Discuss job performance concerns and resolve issues with HR.
• Ensure compliance with Wage & Hour policy and breaks.
• Provide coaching and identify training needs for direct reports.
• Meet service level requirements and analyze call data for coaching.
• Participate in meetings and suggest policy changes.
• Assume leadership for departmental tasks and call center activities.
• Support and enforce call center expectations.
• Oversee subordinates to maintain productivity.
• Assist with escalated issues and perform other duties.
• Maintain confidentiality.

Skills

Call center supervision

Leadership

Coaching

Interviewing

Scheduling

Performance management

Confidentiality

Education

Bachelor's degree

Equivalent education/experience

Tools

Workforce management tools

Real-time queue tools

Remote work tools

Call center software

Job description

Maximus is seeking a Call Center Supervisor for a fully remote role in the United States. You will lead front-line CSRs to meet program objectives and service levels, recruit and coach staff, and ensure compliance with Wage & Hour policies. The position requires U.S.

citizenship and the ability to pass a federal background check. Ideal candidates will have 3–5 years of supervisory experience in a benefits-focused call center, with strong leadership and scheduling skills.