Remote Call Center Supervisor - Lead & Coach Team

Maximus; Honolulu (HI); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to provide frontline leadership for CSRs in a fully remote role. You will supervise, hire, schedule, coach, and evaluate staff to meet performance and service level goals while ensuring compliance with Wage & Hour policies.

The position requires U.S. citizenship, ability to pass a federal background check, and a suitable home setup with reliable internet. Contract award governs the role.

Qualifications

• Bachelor's degree or equivalent combination of education and experience required.
• 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, 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

People management

Remote supervision

Workforce management

Real-time queue tools

Education

Bachelor's degree in related field

Tools

Workforce management tools

Real-time queue tools

Job description

Maximus is seeking a Call Center Supervisor to provide frontline leadership for CSRs in a fully remote role. You will supervise, hire, schedule, coach, and evaluate staff to meet performance and service level goals while ensuring compliance with Wage & Hour policies.

The position requires U.S. citizenship, ability to pass a federal background check, and a suitable home setup with reliable internet. Contract award governs the role.