Job Description
Description & Requirements Maximus is currently looking for a Limited Service Call Center Manager to join our CDC Info team.
This remote Call Center Manager position will be responsible for providing front-line, first level supervisor and leadership with the goal of meeting program objectives and customer service level agreement.
This is a Limited Services position expected to last no more than 3-6 months.
**Must be available to work weekends****This is a remote position****Hours of operation: M-F 8:00 AM to 4:30 PM EST.****Must be able to work holidays.** Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
Essential Duties and Responsibilities: - Oversee the daily operations of a contact center team to ensure performance metrics are met.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Provide assistance and updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
- Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor contact center compliance with ISO standards.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
- Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
Minimum Requirements: - Bachelor's degree in related field required.
- 5-7 years of relevant professional experience required.
Home Office Requirements: - Hardwired internet (ethernet) connection.
- Internet download speed of 25mbps single upload or higher required (you can test this by going to
- Private work area and adequate power source.
- Video calls may be requested on occasion. Proper background and attire is required.
Minimum Requirements
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
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.
Annual Base Pay Minimum for this Position
$
53,500.00
Annual Base Pay Maximum for this Position
$
65,000.00
Job Tags
Minimum wage, Holiday work, Permanent employment, Contract work, Temporary work, Work experience placement, Remote job, Home office, Weekend work,