Call Center Supervisor

Limited-Service Spanish-Bilingual Call Center Supervisor

Maximus is hiring for Limited-Service Spanish-Bilingual Call Center Supervisors to support the Nevada Medicaid Community Engagement Contact Center (NV MCE CC), a program dedicated to supporting Nevada Medicaid members as they navigate new community engagement requirements. As part of this initiative, team members help ensure individuals understand how these requirements may impact their benefits and what actions they need to take to remain compliant with program expectations. In this customer-focused environment, employees provide responsive, accurate, and compassionate support to Medicaid members by answering inquiries, explaining program information, and guiding callers through available resources and next steps.

The Limited-Service Spanish-Bilingual Call Center Supervisor is responsible for leading a team of customer service professionals to ensure high-quality service delivery, operational efficiency, and achievement of performance goals. This role provides day-to-day leadership, coaching, and support to team members while fostering a positive, accountable, and customer-focused work environment. This is a remote opportunity.

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.

Minimum Requirements:

- Bachelors 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.

- Fluency in English and specified secondary language required.

- Must be able to read, speak and write in both English and Spanish.

- Must be willing and able to work 8:00am-5:00pm Pacific Time (PT).

- Must be willing and able to accept a limited-service position.

Preferred Skills and Qualifications:

- Supervisor or leadership experience.

- Experience with Medicaid health insurance.

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.

References:

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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: $62,000