Call Center Supervisor (Remote in Virginia)

Description & Requirements

Maximus is seeking a Call Center Supervisor to lead a team of Enrollment Service Representatives (ESRs) assisting VA Medicaid members with health plan enrollment.

This role focuses on staff development, performance metrics, and client service level agreements.

The ideal candidate will ensure SLA compliance, address performance issues, and communicate insights to the Ops Manager.

Responsibilities include reviewing reports, auditing timesheets, ensuring accurate client communication, and driving employee performance.

We value integrity, customer focus, continuous improvement, and a people-centric approach.

Note: Must reside in Virginia.

Why Join Maximus?

- Work/Life Balance Support - Flexibility tailored to your needs!

- Competitive Compensation - Bonuses based on performance included!

- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.

Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- Tuition Reimbursement - Invest in your ongoing education and development.

- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- Professional Development Opportunities: Participate in training programs,

workshops, and conferences.

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 a...