Supervisor - Call Center

Maximus; Topeka (KS); Remote; USD 51,000 - 57,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to provide front-line supervision for customer service reps in a fully remote position in the United States. The role requires U.S. citizenship, ability to pass a federal background check, and compliant equipment setup.

The supervisor will oversee scheduling, performance management, coaching, and adherence to wage and hour policies, while working with HR and Talent Acquisition to hire and promote staff. Salary ranges from $51,000 to $57,000 annually.

Qualifications

• Bachelor's degree in related field is required.
• 3-5 years of relevant professional experience required.
• Experience supervising remote agents is required.
• Experience supervising agents in a benefits-focused call center is preferred.
• Experience with workforce management and real-time queue tools is 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.

Skills

Team supervision

Hiring & promotion

Performance management

Coaching & training

Remote supervision

Wage & Hour compliance

Education

Bachelor's degree in related field

Equivalent combination of education and experience

Tools

workforce management

Job description

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

Position is contingent upon contract award

• This is a fully remote role.

• Must be a U.S. citizen.

• Equipment will be provided but must meet the remote position requirement provided below.

• Must have the ability to pass a federal background check.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

• Private work area and adequate power source

Essential Duties and 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.

Minimum Requirements

'- Bachelor's degree in related field.

• 3-5 years of relevant professional experience required.

• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

'- Experience supervising agents in a benefits focused call center.

• Experience with workforce management and real-time queue tools.

• Experience supervising remote agents.

Position is contingent upon contract award

• This is a fully remote role.

• Must be a U.S. citizen.

• Equipment will be provided but must meet the remote position requirement provided below.

• Must have the ability to pass a federal background check.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

• Private work area and adequate power source

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$51,000

Maximum Salary

$57,000