Supervisor - Call Center (Remote and Temporary)

Maximus is currently seeking Call Center Supervisors to support the Federal Emergency Management Agency (FEMA). FEMA's 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.
• 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.
• 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.
• Maintain a high level of confidentiality while performing all work tasks.

Minimum Requirements

• Bachelor's degree in a related field (or equivalent combination of education, technical training, or work experience).
• 3-5 years of relevant professional experience required.
• Minimum of two (2) years of experience in a call center environment required.
• 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).

Home Office Requirements

• Internet speed of 25mbps or higher required (50 Mbps for shared internet connectivity).
• Minimum 5mbps 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.

Salary Information

• Minimum Salary: $52,000
• Maximum Salary: $58,000

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.