Limited Service Call Center Team Leader- Bilingual Spanish (Remote in New Jersey)

Description & Requirements

Maximus is hiring for the Bilingual Spanish Team Leader assists Call Center agents in responding to customer inquiries by answering questions and handling call escalations.

The Team Leader works with the Call Center Supervisors to monitor call volume and back-office work production.

They are also responsible for answering calls during peak times and providing nesting support for new hires during our Open Enrollment ramp-up.

This opportunity is open to New Jersey residents only.

This is a temporary position created for open enrollment.

The position will start in September and ending of this position is determined based on business need.

This is a Bring Your Own Device role, equipment will not be provided.

Operations Workstations and System Requirements:

- Personal Computer

- Desktop or laptop that runs any of the following operating systems (OS) Current release of Windows 10, MacOS 10.14 (or higher), or Linux (Ubuntu 18.04)PC Operating System



* Windows 10 or Mac OS 10.14 or higher (Mac OS Big Sur required for AWS)


* Maximus cannot accept tablet platforms (iPad, Chromebook, others) for Amazon Workspace (AWS) use as a BYOD device because the functionality of those platforms cannot be guaranteed and present problems/challenges for Maximus to support.

- PC Processor:



* Intel Core i5 or equivalent

- PC Memory:



* 4 GB RAM required


* 8 GB RAM preferred

- PC Hard Drive Storage:



* 64 GB required


* 128 GB SSD or 5400 RPM


* 256 GB preferred

- Internet:



* RJ-45 connection for wired network connection to router


* Modem with Cat5e or higher cable


* Download - 20 Mbps minimum - 50Mbps is recommended for shared internet family connectivity


* Upload - 5 Mbps minimum


* Attestation of speed is required


* Google test https://projectstream.google.com/speedtest and screenshot results


* Access www.speedtest.net and submit a screenshot of the results


* Maximus requires hardline connection via Ethernet cord.

Must verify hardwire connection.

No 5G/Cellular internet (T-mobile 5G home internet/Verizon 5G home internet)


* No mobile hotspots


* No public network usage (coffee shop, library, etc.)

- Headset:



* Required: USB Gen 2 connected plug and play headset supported by OS for bidirectional voice and video


* Wired with microphone (no Bluetooth, no Airpods, no wireless gaming headsets)


* Not Supported: Headset connected with 2.5mm or 3.5mm jack


* Genesys Diagnostic may be required :Tests sufficient audio quality to manage calls


* Voice over Internet Protocol telephony (VoIP)

Essential Duties and Responsibilities:
- Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Handle escalated calls, including complaints,...