Supervisor - Call Center (Remote)

Supervisor - Call Center (Remote)

Maximus is looking for a Remote Call Center Supervisor to join our Department of Education portfolio. The Call Center Supervisor monitors the daily operations of the agents to ensure contractual metrics are met, while providing departmental leadership and supervision of call center employees. This is a Limited Service position. This position is temporary with an expected date of 4/30/2026.

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.
• Maintain a high level of confidentiality while performing all work tasks.

Additional Requirements Per Client:

• Must reside in the U.S.
• Must be a U.S. Citizen.
• Must be able to pass a criminal background check.
• Must not be delinquent or in default on any Federal Student Loans.
• May be required to work scheduled holidays, overtime, and Saturdays.
• Adhere to policies as they relate to protecting personally identifiable information.
• Must have the ability to write using proper grammar and punctuation.
• Must have the ability to work independently and in a team environment.
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must be able to navigate Microsoft Excel spreadsheets.
• Must have a logical thought process.
• 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.
• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
• Final suitability determination is the sole discretion of the Department of Education.
• Home Office Requirements:
• Private and Secure workspace from home
• Access to Wi-Fi, LAN (wired connection/ethernet) or both at home
• Internet provider that offers enough speed for multiple users without latency or lag? (i.e. housemate also WFH, kids playing video games or streaming shows, etc.)
• 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)

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.

EEO Statement: Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency: Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary: $55,000.00

Maximum Salary: $60,000.00