Limited Service Call Center Team Leader

Limited Service Call Center Team Leader

Maximus is currently hiring for a Limited Service Call Center Team Leader to support our Maine State Based Marketplace team. This is a remote opportunity. The Call Center Team Leader is responsible for working directly with the call center supervisor to assist with meeting the needs of the project.

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 role is a Limited Service Role which is a temporary position created for open enrollment. The duration of this position is determined by business needs.

Essential Duties and Responsibilities:

• Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Answer inbound calls during times of high call volume or upon request of management.
• Anticipate issues proactively and escalate to management as appropriate.
• Track and document all inquiries using the applicable systems.
• Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
• Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements:

• High school diploma, GED or equivalent required.
• 6+ years of relevant experience required.

Experience supporting the Maine State Based Marketplace program preferred.

• Leadership or Team Lead experience preferred.
• Must be willing and able to accept a limited service position.

Home Office Requirements:

• Internet speed of 20mbps or higher required.
• 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.

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: $21

Maximum Salary: $21