Remote Call Center Supervisor: Lead & Develop CSRs

Maximus; Salt Lake City (UT); Teletrabalho; USD 51 000 - 57 000; Tempo integral

Resumo da oferta

Maximus is seeking a Call Center Supervisor to lead a remote team of customer service representatives in delivering quality service and meeting performance targets. You will supervise daily activities, coach staff, and partner with HR for staffing decisions.

The role requires 3–5 years in call center supervision, experience with workforce management, and the ability to maintain confidentiality while ensuring policy compliance. Remote work setup and US citizenship are required.

Qualificações

• Bachelor's degree in a related field is required.
• 3–5 years of relevant professional experience.
• Experience supervising agents in a benefits-focused call center.
• Experience supervising remote agents.
• Experience with workforce management and real-time queue tools.

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

Call center supervision

Hiring and promotions

Workforce management

Remote supervision

Formação académica

Bachelor's degree in related field

Ferramentas

Workforce management tools

Real-time queue tools

Descrição da oferta de emprego

Maximus is seeking a Call Center Supervisor to lead a remote team of customer service representatives in delivering quality service and meeting performance targets. You will supervise daily activities, coach staff, and partner with HR for staffing decisions.

The role requires 3–5 years in call center supervision, experience with workforce management, and the ability to maintain confidentiality while ensuring policy compliance. Remote work setup and US citizenship are required.