Supervisor - Call Center

Requirements

Description & Requirements

Maximus is looking for a Remote Contact Center Supervisor to l ead an effective and cohesive team to ensure consistent delivery of the assigned program with exceptional customer service. Support the Contact Center Program Manager in developing and refining operational policies and procedures.

This program is operational Monday-Friday 8am-6pm local time across multiple time zones to include local time in Hawaii. Must have the flexibility to work a shift that covers multiple time zones. Must be available to work on Veterans Day.

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.

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.
• Experience in customer service, performance evaluation, and process improvement.
• Experience in large volume staff training and coaching
• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to build relationships at all levels
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
• Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom,
  
  

SharePoint, Chat and other digital tools

• Ability to obtain US Security Clearance
• Per Client Requirements must be a US Citizen
• Flexibility of work schedule to meet the team's training needs, including working holidays as specified in the task order
  
  

Remote Work Requirements:

• HIPPA compliant workspace--Private and Secure workspace away from others, noise and distractions
• Reliable high-speed internet-Ethernet/hard wired Connection (no Wi-Fi or Hotspots)
• I nternet download speed of 25mbps 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

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.