Supervisor - FEMA remote call center (temporary)

Description & Requirements

Maximus has immediate openings for Call Center Supervisors, to support (FEMA) the Federal Emergency Management Agency.

FEMA's mission is to help people before, during, and after disasters.

We support FEMA by taking calls and accepting applications from individuals and businesses, for disaster assistance from the designated geographical area.

This is a temporary position.

In this position, you will be managing teams who are supporting survivors of natural disasters.

The FEMA team strives to be available to help those in need, when they need us, which requires us to have flexibility.

This position will require you to have availability to work an eight (8) hour shift between the hours of 6:30am - 3:00am Eastern Time, (7) seven days per week to equal a 40-hour work week.

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

- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree

- US Citizenship

- Ability to manage a high level of confidentiality

- Proficient in Microsoft office suite

- Excellent organizational, written, and verbal communication skills

- Ability to perform comfortably in a f...