Remote Call Center Supervisor - Lead & Coach (Benefits)

Maximus; Helena (MT); Teletrabalho; USD 51 000 - 57 000; Tempo integral

Resumo da oferta

Maximus is seeking a Call Center Supervisor to provide frontline, first-level supervision to CSRs, ensuring adherence to quality standards and service levels. This fully remote role requires US citizenship and the ability to pass a federal background check.

You will interview and promote staff, develop schedules, monitor performance, deliver coaching, and collaborate with HR to resolve issues while maintaining Wage & Hour compliance.

Qualificações

• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.
• Experience supervising agents in a benefits focused call center.
• Experience with workforce management and real-time queue tools.
• Experience supervising remote agents.

Responsabilidades

• 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.

Conhecimentos

Staff supervision

Hiring decisions

Scheduling

Performance management

Coaching & development

HR collaboration

Remote team leadership

Formação académica

Bachelor's degree in related field

Ferramentas

Workforce management tools

Real-time queue tools

Remote supervision tools

Descrição da oferta de emprego

Maximus is seeking a Call Center Supervisor to provide frontline, first-level supervision to CSRs, ensuring adherence to quality standards and service levels. This fully remote role requires US citizenship and the ability to pass a federal background check.

You will interview and promote staff, develop schedules, monitor performance, deliver coaching, and collaborate with HR to resolve issues while maintaining Wage & Hour compliance.