Supervisor - Call Center - Tysons, United States - Maximus Services, LLC

Maximus Services, LLC

Verified Company

Tysons, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 nonexempt 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 nonexempt 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 fastpaced, deadlineoriented work environment.
Ability to work as a team member, as well as independently.

Home Office Requirements:

Hardwired internet (ethernet) connection
Private work area and adequate power source

Minimum Requirements

Minimum Requirements:

Bachelor's degree in related field.
35 years of relevant professional experience required.
Equivalent combination of education and experience considered in lieu of degree.

EEO Statement

Pay Transparency
- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefit