Supervisor – Call Center

Jobtailor; McAllen (TX); On-site; USD 52,000 - 65,000; Full time

Job summary

Maximus in McAllen, TX is seeking an experienced call center supervisor to lead frontline customer service teams. The role focuses on achieving service levels, coaching staff, and ensuring adherence to quality standards.

You will interview and promote staff with HR, develop schedules, and manage performance actions while maintaining compliance with wage and hour policies. This is an onsite position requiring federal clearance steps and equipment pickup/return.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of a degree, or demonstrated ability to perform the role successfully.
• Must be a U.S. Citizen.
• Must reside within 75 miles of the Maximus McAllen, TX location.
• Must work an 8-hour shift between 7am and 7pm CST.
• Overtime required: 1 hour on Mondays during production and on 12/11.
• Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity.
• Minimum 5 Mbps upload speed.
• Internet connection through a Category 5 or 6 Ethernet patch cable to the home internet router.
• Private work area and adequate power source.
• Must pick up and return equipment at the Maximus McAllen, TX location.
• Must go onsite to complete the federal clearance process, paperwork, and required fingerprints.

Responsibilities

• Provide front-line, first-level supervision and leadership to customer service representatives to meet program objectives and customer service level agreements
• Supervise call center staff for adherence to quality standards, deadlines, and procedures
• Interview and recommend hiring and promotion of contact center staff with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct reports
• Evaluate employee performance and recommend personnel actions, including disciplinary action, performance improvement plans, and termination, with Human Resources
• Discuss performance concerns with employees and work with Human Resources to resolve issues
• Ensure compliance with Wage & Hour policy, including rest and meal breaks
• Provide support, weekly coaching, and identify training and development opportunities
• Analyze direct reports' quality performance and call-type trends, and provide regular coaching
• Participate in meetings and recommend policy and procedure changes
• Assume leadership responsibility for departmental tasks and call center activities
• Support and enforce call center expectations
• Oversee subordinate work to facilitate productivity and resolve difficult work aspects
• Assist direct reports with escalated issues or cases
• Maintain confidentiality and perform other duties assigned by leadership

Skills

Leadership

Experience

Call Center Supervision

Coaching and Development

Compliance with Wage & Hour Policy

Education

Bachelor's degree

Tools

Internet connectivity requirements

Ethernet patch cable

Job description

• Provide front-line, first-level supervision and leadership to customer service representatives to meet program objectives and customer service level agreements
• Supervise call center staff for adherence to quality standards, deadlines, and procedures
• Interview and recommend hiring and promotion of contact center staff with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct reports
• Evaluate employee performance and recommend personnel actions, including disciplinary action, performance improvement plans, and termination, with Human Resources
• Discuss performance concerns with employees and work with Human Resources to resolve issues
• Ensure compliance with Wage & Hour policy, including rest and meal breaks
• Provide support, weekly coaching, and identify training and development opportunities
• Analyze direct reports' quality performance and call-type trends, and provide regular coaching
• Participate in meetings and recommend policy and procedure changes
• Assume leadership responsibility for departmental tasks and call center activities
• Support and enforce call center expectations
• Oversee subordinate work to facilitate productivity and resolve difficult work aspects
• Assist direct reports with escalated issues or cases
• Maintain confidentiality and perform other duties assigned by leadership

Requirements

• Bachelor's degree in a related field
• 3–5 years of relevant professional experience required
• Equivalent combination of education and experience considered in lieu of a degree, or demonstrated ability to perform the role successfully
• Must be a U.S. Citizen
• Must reside within 75 miles of the Maximus McAllen, TX location
• Must work an 8-hour shift between 7am and 7pm CST
• Overtime required: 1 hour on Mondays during production and on 12/11
• Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity
• Minimum 5 Mbps upload speed
• Internet connection through a Category 5 or 6 Ethernet patch cable to the home internet router
• Private work area and adequate power source
• Must pick up and return equipment at the Maximus McAllen, TX location
• Must go onsite to complete the federal clearance process, paperwork, and required fingerprints

Core Competencies

Demonstrates strong leadership and supervisory skills in managing customer service representatives, ensuring adherence to quality standards and performance metrics. Capable of evaluating employee performance, providing coaching, and facilitating training and development opportunities.

Highest-signal resume keywords

• Leadership
• Employee Performance Evaluation
• Call Center Supervision
• Coaching and Development
• Compliance with Wage & Hour Policy

ATS Optimization Keywords

Hard Skills

• Bachelor's Degree
• 3–5 Years of Relevant Experience
• Performance Improvement Plans
• Quality Standards Adherence
• Employee Hiring and Promotion
• Call-Type Trend Analysis
• Disciplinary Action Procedures

Soft Skills

• Conflict Resolution
• Communication
• Team Management

Industry Keywords

• Customer Service Level Agreements
• Call Center Operations
• Talent Acquisition
• Human Resources

Tools & Technologies

• Internet Connectivity Requirements
• Ethernet Patch Cable