Call Center Supervisor Limited Service (Remote) (London, KY)

Call Center Supervisor Limited Service (Remote)

Maximus is currently looking for Remote Limited Service Call Center Supervisors to support our CDC Info Contract. This position is 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. As a federal contractor Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements all employees will eventually need to be fully vaccinated as a condition of employment and new hires employees will be required to provide proof of vaccination. Essential Duties and Responsibilities - Supervise the work of 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 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 the 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 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 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 - Perform other duties as assigned by leadership Minimum 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 - 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 - Must be able to remain in a stationary position for an extended period of time - Occasionally lifts carries or otherwise moves items weighing up to 25 pounds The work schedule for this position does require one weekend day and does not allow for two consecutive days off during the week. Home Office Requirements Access to wired internet connection ethernet Internet download speed of 20mbps or higher required (you can test this by going to speedtest.net) Private work area and adequate power source Personal computer & headset with microphone (Tablets and Chromebooks are not permitted.)