Supervisor - Call Center

Description & Requirements

Maximus is seeking a Contact Center Supervisor to join our team.

This is a remote role responsible for leading and developing a team of Customer Service Representatives (CSRs/Agents) within an omnichannel environment.

The Contact Center Supervisor reports directly to the Operations Manager and/or Director.

In this position, you will provide day-to-day coaching, agent development and support to your team, manage escalated or complex customer cases, and oversee the assignment of work as directed by the Operations Manager.

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to contact center agents with the goal of meeting program objectives and customer service level agreements.

This is a fully remote role.



*Position is contingent upon contract award

*

Must have the ability to pass a federal background check.

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

Home Office Requirements:

- Hardwired internet (ethernet) connection directly into modem required

- Internet download speed of 25mbps single/50mbps shared 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

- Video calls may be requested on occasion.

Proper background and attire are required

- Must be available by Voice over Internet Protocol telephony (VoIP), email,

and/or other company collaboration tools, such as Teams during scheduled hours, except for during scheduled lunch period and scheduled breaks

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 an...