Supervisor - Call Center (Temporary, Remote McAllen, TX)

San Diego SHRM; McAllen, Northern (TX, KY); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Maximus is seeking a Call Center Supervisor to oversee customer service representatives and ensure program objectives and service levels are met. This is a seasonal, remote position with an 8-hour shift between 7am-7pm CST and occasional overtime during production and on 12/11.

You must reside within 75 miles of the Maximus McAllen, TX location and be able to pick up/return equipment there. Onsite work is required for Federal clearance paperwork and fingerprints, and equipment will be provided.

Qualifications

• Bachelor's degree or equivalent.
• 3-5 years of relevant professional experience.
• U.S. Citizen required.

Responsibilities

• Supervise call center staff to ensure quality standards and deadlines.
• Interview and promote staff through HR collaboration.
• Develop schedules and assign duties for efficiency.
• Evaluate performance and implement development actions with HR.
• Provide coaching and training needs assessments.
• Ensure wage and hour compliance and breaks.

Education

Bachelor's degree

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.

This is a seasonal, remote (work at home) position. *Duration of this position is approximately 6-8 weeks must be available to work from September to December*

You will be required to work an 8 hour shift between the hours of 7am-7pm CST. Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays during production and on 12/11

Opportunities may arise for volunteer OT

This position is fully remote; however, you must reside within 75 miles from the Maximus McAllen, TX location.

You must be able to pick up and return your equipment at the Maximus McAllen, TX location

*You will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.

**Please note equipment will be provided

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.
• Must be a U.S. Citizen
  

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 source