Remote Call Center Supervisor: Leadership & Coaching

Maximus; Madison (WI); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a remote Call Center Supervisor to lead customer service representatives and ensure service levels meet program objectives. The role requires coordinating schedules, coaching staff, and enforcing wage/hour policies while partnering with HR for performance actions. The position is fully remote for U.S.

applicants, contingent upon contract award. A federal background check is required, and the ideal candidate will have prior experience supervising agents in benefits-focused call

Qualifications

• Bachelor's degree in related field required.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered.

Responsibilities

• Supervise call center staff to meet quality standards and deadlines.
• Interview and recommend hiring/promotion in partnership with Talent Acquisition and HR.
• Develop work schedules and assign duties for efficiency.
• Evaluate performance and initiate appropriate actions with HR.
• Provide weekly coaching and identify training needs.
• Ensure compliance with Wage & Hour policy and breaks.
• Analyze performance and coach on call types and quality.
• Support leadership in policy/procedure improvements.

Education

Bachelor's degree in related field

Tools

Workforce management tools

Real-time queue software

Job description

Maximus is seeking a remote Call Center Supervisor to lead customer service representatives and ensure service levels meet program objectives. The role requires coordinating schedules, coaching staff, and enforcing wage/hour policies while partnering with HR for performance actions. The position is fully remote for U.S.

applicants, contingent upon contract award. A federal background check is required, and the ideal candidate will have prior experience supervising agents in benefits-focused call