Supervisor - Call Center (Remote and Temporary)

Description & Requirements

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 October 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 and 2 hours on Veterans Day as well as on at least two other specific dates in December.

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

You must be able to pick up and return your equipment at the Maximus Lawrence, KS location and you will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.

Equipment will be provided but must meet the remote position requirement provided below

Remote Position Requirements:


* Hardwired internet (ethernet) connection


* Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)


* Private work area and adequate power source

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 ne...