Supervisor – CDC Switchboard Position Available In Fulton, Georgia

Supervisor

• CDC Switchboard (Hybrid-Georgia)
  Date Thursday, June 12, 2025
  City Atlanta
  State GA
  Country United States
  Working time Full-time
  Description & Requirements
  Maximus is looking for a motivated and experienced Call Center Supervisor to coordinate all Call Center activities, ensuring workstations are manned and fully operational.

The Supervisor works with management and operations support staff to ensure that contractual metrics are met and that all employees have the tools and training necessary to perform assigned tasks.

• This is a onsite position.

Centers for Disease Control (CDC) Main Campus 1600 Clifton Rd Atlanta, GA 30333

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.
  Essential Duties and Responsibilities
• Coordinates all Call Center activities, including supervision of a team of Customer Service agents.
• Ensures productivity, quality, and timeliness in the completion of assigned projects and departmental goals.
• Answer incoming calls as needed based on call volume.
• Serves as the client point of contact on operational questions.
• Documents and notifies the client and Program Management of any software, hardware, equipment failures, out-of-order equipment, overloaded circuits, and any other condition which interferes with efficient service of the Call Center.
• Trains replacement employees assigned to task order; ensures that agents are fully trained and familiar with the tasks to be performed. Documents pending and completed training for agents.
• Conducts regular coaching and feedback sessions with team members, and when necessary, prepares and delivers disciplinary actions and recommends terminations.
• Screens, interviews, and makes offers to applicants for positions
• Responsible for ensuring timekeeping compliance for team and approving timesheets
• Maintain up to date knowledge of program and company regulations and policies and support those policies and procedures
• Practice MAXIMUS Federal Core Values and act as a role model
• Adhere to Privacy Act as it relates to the confidentiality of information received
• Participates in and leads special projects as required; performs other duties as assigned
• Required to successfully complete periodic program-specific training
• Regular and predictable attendance is required
• NACI background check is required.
• Must live within a commutable distance to the CDC Main Campus, 1600 Clifton Road, Atlanta, GA 30333
  Experience and Education
• 2-5 years of related customer service, call center, or service center experience
• Must have prior experience with CDC Switchboard
• Strong leadership, teamwork, initiative, detail orientation, and problem solving skills
• Must have demonstrated excellent listening, interpersonal, and leadership skills and the ability to organize simultaneous tasks
• Effective supervisory and leadership skills, with focus on coaching agents to deliver a superb customer experience and rewarding and recognizing contributions to team success
• Ability to understand and execute complex written and verbal instructions
• Ability to analyze trends and troubleshoot priority issues
• Exceptional computer skills, good organization and planning skills
• Able to react efficiently and calmly in emergency situations
• Able to maintain customer confidentiality
• Bachelor’s Degree or the equivalent combination of education, professional training or work experience.
• Demonstrated success in working under rigorous pressure, while being able to meet close deadlines.
  Home Office Requirements
• This project will provide equipment for your home office laptop that is hard-wired to your internet router with an ethernet cable.
• You must provide reliable, high-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 10 Mbps.
• Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems.
• Private and secure work area and adequate power source.
  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.

EEO Statement
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.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short

• and long-term incentives as well as program-specific awards.

Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$ 56,485.00
Maximum Salary
$ 56,485.00