at MAXIMUS in Boise, Idaho, United States Job Description The Call Center Supervisor 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 seasonal, remote (work at home) position. Duration of this position is approximately 6-8 weeks must be available to work from September to December You will be required to work an 8 hour shift between the hours of 7am-7pm CST . Overtime will be required

• you will work 1 hour of Overtime (OT) on Mondays during production and on 12/11 Opportunities may arise for volunteer OT This position is fully remote; however, you must reside within 75 miles from the Maximus Lawrence, KS location. You must be able to pick up and return your equipment at the Maximus Lawrence, KS location
• You will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.
• Please note equipment will be provided

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 subordinate To view full details and how to apply, please login or create a Job Seeker account