Supervisor - Call Center

Maximus; United States; A distancia; USD 51.000 - 57.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life insurance

Disability insurance

Retirement plan

Paid holidays

Paid time off

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Educación

Bachelor's degree in related field

Descripción del empleo

Supervisor - Call Center## General informationDateWednesday, November 4, 2026CityRemoteCountryUnited StatesWorking timeFull-time## Description & RequirementsThe 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 internetconnectivity (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 thehome internet router.- Private work area and adequate power sourceEssential 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 internetconnectivity (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 thehome internet router.- Private work area and adequate power sourceEEO StatementMaximus 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.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.**Accommodations**Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at **[e-mail]**.**Minimum Salary**$ 51,000.00**Maximum Salary**$ 57,000.00