Job Opportunities API

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 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. 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. • Must be a U.S. Citizen Remote Position Requirements: • Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net). • Minimum 5mpbs upload speed. • Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router. • Private work area and adequate power source