Supervisor - Call Center (Aidvantage)

Description & Requirements

Maximus is seeking a Supervisor for our Call Center to join our team.

This is a remote position that will support the Department of Education.

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.

Additional Requirements as per contract/client:

- FSA, Department of Education experience required

- High School Diploma or GED required

- Must reside in the U.S.

- Experience with CLASS required

- Must be a U.S.

citizen.

- Must be able to pass a criminal background check.

- Must not be delinquent or in default on any federal student loans.

- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

Final suitability determination is the sole discretion of the Department of Education.

- Obtaining and Maintaining a PIV-I card is a requirement of this position.

PIV-I cards must be picked up in person.

New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card.

Any travel expenses will be paid for by Maximus.

Home Office Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps or higher required (you can test this by go...