Supervisor - Call Center

Description & Requirements Maximus is currently looking for a Call Center Supervisor to join our team! The remote Supervisor position will be responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency. *This position is a Remote - Work at Home Supervisor position. 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. Essential Duties and Responsibilities: - Supervise the work of FEMA customer service representatives 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 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 actions and terminations 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 the rest & meal breaks. - Provide support and identify FEMA training needs and development opportunities, through weekly coaching sessions with direct report. - Perform operational tasks to assure FEMA 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 contact center activities as required. - Support and enforce contact center expectations. - Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. - Assist direct reports with escalated issues or cases as needed. Education and Experience Requirements: - Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree. - Minimum of two (2) years of experience in a call center environment required - U.S. Citizenship - Ability to manage a high level of confidentiality. - Proficient in Microsoft office suite - Excellent organizational, written, and verbal communication skills - Ability to perform comfortably in a fast-paced, deadline-oriented work environment. - Ability to work as a team member, as well as independently. Home Office Requirements: - Hardwired internet (ethernet) connection - Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to - Private work area and adequate power source Minimum Requirements 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. 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.