Remote Call Center Supervisor - Temp Contract

Maximus; United States; On-site; USD 45,000 - 60,000; Full time

Job summary

Maximus seeks a Limited Service Call Center Supervisor to lead a team supporting the NJ SBE program. You will manage daily operations, coach staff, ensure quality and service levels, and drive performance to meet contract requirements.

This is a temporary role through February 2027 with a focus on accountability and customer satisfaction. You will collaborate with Talent Acquisition and HR on hiring, staff development, and performance initiatives while maintaining confidentiality and compliance

Qualifications

• Diploma required for consideration.
• 3-5 years of relevant professional experience.
• Equivalent combination of education and experience considered.
• Experience with the New Jersey State-Based Exchange (NJ SBE) program preferred.

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.

Education

Diploma

Job description

Maximus seeks a Limited Service Call Center Supervisor to lead a team supporting the NJ SBE program. You will manage daily operations, coach staff, ensure quality and service levels, and drive performance to meet contract requirements.

This is a temporary role through February 2027 with a focus on accountability and customer satisfaction. You will collaborate with Talent Acquisition and HR on hiring, staff development, and performance initiatives while maintaining confidentiality and compliance