Call Center Supervisor - Temporary (Remote near El Paso, TX)

Maximus is currently looking for a Limited Service Call Center Supervisor to support the FEMA program. 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.

*This is a remote position. However, you must be able to physically pick up your equi pment at our office located at 12 Founders Boulevard in El Paso, TX.

Job Requirements:
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

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

Home Office Requirements:

• Hardwired internet (ethernet) connection
• Internet speed of 25mbps or higher required (you can test this by going to )
• Private work area and adequate power source
• All equipment will be provided by Maximus (laptop and headset) but must be picked up in our physical office located at 12 Founders Boulevard in El Paso, TX prior to your start date.