Remote Call Center Supervisor: Lead & Develop CSRs

Maximus; Montpelier (VT); 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 in a fully remote role. The position requires U.S. citizenship and a federal background check, with equipment provided.

You will manage schedules, coaching, and performance to meet program objectives and service levels. Responsibilities include hiring recommendations, policy updates, and ensuring Wage & Hour compliance.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 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 procedures.
• Interview and recommend hiring and promotion of contact center staff in collaboration with Talent Acquisition and HR.
• Develop work schedules and assign duties to direct report personnel for efficiency.
• Evaluate employees’ performance and take appropriate action in coordination with HR.
• Discuss performance concerns with employees and resolve issues with HR support.
• Ensure compliance with Wage & Hour policies, including breaks for non-exempt staff.
• Provide coaching to direct reports and identify training needs.
• Analyze call types and staff performance to meet service level goals and provide coaching.
• Lead departmental tasks and call center activities as required.
• Support and enforce call center expectations and oversee subordinates to maintain productivity.

Skills

Supervisory experience

Coaching

Scheduling

Education

Bachelor's degree

Tools

Workforce management software

Queue management tools

Job description

Maximus is seeking a Call Center Supervisor to provide frontline supervision of customer service representatives in a fully remote role. The position requires U.S. citizenship and a federal background check, with equipment provided.

You will manage schedules, coaching, and performance to meet program objectives and service levels. Responsibilities include hiring recommendations, policy updates, and ensuring Wage & Hour compliance.