Limited Service Call Center Supervisor

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 needed- Perform other duties as assigned by leadership

- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

- Prior experience with the New Jersey State-Based Exchange (NJ SBE) program preferred.

Training Schedule:


* Monday-Friday, 8:00 AM - 4:30 PM Eastern Time for approximately 3 weeks.

Hours of Operation:

Open Enrollment (November 1 - January 31)


* Monday-Friday: 8:00 AM - 8:00 PM ET


* Saturday: 8:00 AM - 5:00 PM ET


* Last two Sundays of Open Enrollment: 8:00 AM - 5:00 PM ET


* Last three days of Open Enrollment: 8:00 AM - 10:00 PM ET


* One week following Open Enrollment: 8:00 AM - 8:00 PM ET

Non-Open Enrollment


* Monday-Friday: 8:00 AM - 5:00 PM ET

Candidates must be flexible to work schedules within the operating hours based on business needs, including evenings, weekends, and extended hours during Open Enrollment.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national ori...