Supervisor - Correspondence (Near Jacksonville, FL)

Description & Requirements

Maximus is looking for a Remote Supervisor to join our Department of Education portfolio.

The Correspondence Supervisor provides supervision, coaching, and development to agents who are responding to written Federal Student Loan inquiries.

The Supervisor also ensures prompt resolution of escalated requests.

Additionally, they assist with reporting and training planning as needed as well as support various cross-functional teams within the program.

This is a remote position, however you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.

This is a Limited Service position.

This position is temporary with an expected date of 7/31/2026.

Essential Duties and Responsibilities:

- Supervise the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure correspondence and program service level requirements and goals are met.

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contact center expectations.

- Assist with escalated correspondence issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify outliers and work closely with the Human Resources team in resolving problems.

- Make recommendations to the higher-level manager for hiring, firing and disciplinary decisions.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Support audits by ensuring requested information are provided within the time limits requested and that the documentation and responses are accurate.

- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules

- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

- Comply with all company required policies, procedures and processes including but not limited to required training.

- Be able to successfully pass certification of departmental trainings.

- A portion of time is normally spent performing individual tasks related to the unit or sub-unit

- Monitors daily operations of a unit or sub-unit.

Requires full knowledge of own area of functional responsibility.

- Frequently interacts with subordinate employees and functional peer groups

- Interaction normally requires the ability to gain cooperation of others, conductin...