Remote Call Center Team Lead

Maximus; United States; Remote; USD 51,000 - 57,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability insurance

Retirement plan

Paid holidays

Paid time off

Job summary

Maximus is seeking a Call Center Supervisor to lead remote customer service representatives from the United States. The role requires U.S. citizenship, a federal background check, and equipment provided for a fully remote setup.

The candidate will supervise call center agents, coordinate with Talent Acquisition and HR, and ensure adherence to quality standards, schedules, and program SLAs in a remote environment.

Qualifications

• Bachelor's degree in related field.
• 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.
• 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.
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.

Education

Bachelor's degree in related field

Job description

Maximus is seeking a Call Center Supervisor to lead remote customer service representatives from the United States. The role requires U.S. citizenship, a federal background check, and equipment provided for a fully remote setup.

The candidate will supervise call center agents, coordinate with Talent Acquisition and HR, and ensure adherence to quality standards, schedules, and program SLAs in a remote environment.