Supervisor - Call Center

Description & Requirements

Maximus is looking for a Remote Contact Center Supervisor to lead an effective and cohesive team, to ensure consistent delivery of the assigned program with exceptional customer service.

Support the Contact Center Program Manager in developing and refining operational policies and procedures.

This program is operational Monday-Friday 8am-6pm local time, across multiple time zones to include local time in Hawaii.

Must have the flexibility to work a shift that covers multiple time zones.

Must be available to work on Veterans Day.

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.

Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions.

To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.



* This is a temporary / seasonal position

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.

- Experi...