Remote Federal Call Center Manager – Benefits Operations

Maximus; Cheyenne (WY); Remote; USD 75,000 - 90,000; Full time

Job summary

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. This fully remote role requires US citizenship, a federal background check, and equipment provided to meet remote-work standards.

Responsibilities include overseeing daily operations, maintaining policy knowledge, training assessment, quality monitoring, and ISO compliance. Salary ranges from $75,000 to $90,000 per year, with standard benefits and contract-award contingencies.

Qualifications

• Bachelor's degree in relevant field or equivalent experience.
• 5+ years of relevant professional experience required.
• Experience managing benefits-verification workflows and/or teams.
• Experience with workforce management and telephony tools.
• Experience managing remote teams.
• Position is contingent upon contract award.

Responsibilities

• Oversee daily operations of the call center to meet performance metrics.
• Maintain updated knowledge of performance requirements and policies; update staff accordingly.
• Evaluate training needs to keep staff current on programs.
• Address quality issues with the supervisory team and monitor calls.
• Monitor goals, complete daily and weekly reports, and provide updates to leadership.
• Ensure compliance with ISO standards and apply corrective actions as needed.
• Write performance appraisals and manage corrective actions for staff.
• Identify and resolve issues and concerns with employees; suggest policy improvements.

Skills

Benefits-verification workflows

Workforce management

Telephony tools

Remote team management

Education

Bachelor's degree in relevant field

Job description

Maximus is seeking a Call Center Manager to support our OPM - FEHB program. This fully remote role requires US citizenship, a federal background check, and equipment provided to meet remote-work standards.

Responsibilities include overseeing daily operations, maintaining policy knowledge, training assessment, quality monitoring, and ISO compliance. Salary ranges from $75,000 to $90,000 per year, with standard benefits and contract-award contingencies.