Remote Call Center Team Lead - Benefits Focus

Maximus; Austin (TX); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to lead frontline customer service representatives in a fully remote role. You will oversee performance, scheduling, coaching, and adherence to quality standards to meet program objectives and SLAs.

Applicants should have 3–5 years of call center supervision experience, a related bachelor’s degree or equivalent, and a track record supervising remote teams and using workforce management tools. U.S. citizenship required.

Qualifications

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

Skills

Team leadership

Remote supervision

Workforce management

Real-time queue tools

Education

Bachelor's degree in related field

Equivalent education/experience

Tools

Workforce management tools

Real-time queue tools

Job description

Maximus is seeking a Call Center Supervisor to lead frontline customer service representatives in a fully remote role. You will oversee performance, scheduling, coaching, and adherence to quality standards to meet program objectives and SLAs.

Applicants should have 3–5 years of call center supervision experience, a related bachelor’s degree or equivalent, and a track record supervising remote teams and using workforce management tools. U.S. citizenship required.