Supervisor - Call Center (Remote and Temporary)

Description & Requirements

Maximus is currently seeking Call Center Supervisors to support the Federal Emergency Management Agency (FEMA). FEMAs mission is to help people before, during, and after disasters. In this project, we will support FEMA by taking calls and accepting applications from individuals and businesses for disaster assistance from the designated geographical area.

In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility.

This position will require you to have availability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends). Per contract requirements, this position requires US Citizenship and the ability to pass a Federal Government clearance.

This is a Temporary Position*

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.

- Supervise the work of FEMA 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 FEMA training needs and development opportunities, through weekly coaching sessions with direct reports.

- Perform operational tasks to assure FEMA 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.

- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.

- Minimum of two (2) years of experience in a call center environment required.

- Ability to manage a high level of confidentiality.

- Proficient in Microsoft office suite.

- Excellent organizational, written, and verbal communication skills.

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

- Ability to work as a team member, as well as independently.

- Must be a US Citizen.

- Ability to pass a Federal Government Clearance.

- Ability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends).

Please note: For this position Maximus will provide equipment to use.

Home Office 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 router

- Private and secure work area and adequate power source

- Must currently and permanently reside in the Continental US

- Must have a smartphone which will be required to log into Maximus systems

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 candidates 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 Maximuss 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 applicants salary history will not be used in determining compensation.

Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [email protected] .