Limited Service Call Center Supervisor

Limited Service Call Center Supervisors

Maximus is currently hiring for Limited Service Call Center Supervisors to support our Maine State Based Marketplace (ME SBM) team. This is a remote opportunity. The Call Center Supervisor is responsible for overseeing the day-to-day operations for call center employees. The Maine State-based Marketplace (ME SBM) project provides support for the Maine State-based Marketplace, Consumer Assistance Center. We provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan.

This is a temporary position created for open enrollment. The duration of this position is determined based on business needs.

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.

Maine State Based Marketplace (ME SBM) experience preferred.

• Must be willing and able to work 8:00am-5:00pm EST, Monday-Friday and weekends as needed.
• Must be willing and able to accept a Limited Service role.
• Must reside in the continental United States and be a US Citizen

Home Office Requirements

• Internet speed of 20mbps or higher required (you can test this by going to
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

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.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary $54,000

Maximum Salary $54,000