Call Center Manager Jobs in Augusta, ME (NOW HIRING)

Position Description & Qualifications

Position Description & Qualifications

Looking for a customer service role at a place you can make a difference every day? Discover this great opportunity to be a part of a dynamic team, supporting customers with processing their retirement pensions.

Serco supports the Pensions Benefits Guarantee Corporation (PBGC), a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Serco's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

You will be a part of a large team supported by the Operations Manager. Our Ops Manager has over 20 years of pension benefits and customer service experience comprising of Operations Management, Assistant Project Management, supervisory and team lead roles. As well as experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing. The team works closely with our PBGC customer and other Serco teams to deliver the highest level of customer service.

As a Call Center Representative, you can expect to:

• Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines.

• Utilize authorized computer systems to gather and confirm information prompted by incoming calls.

• Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.

To be successful in this role, you will have:

• A High School diploma or GED.

• At least six months to one year of previous call center experience.

• Ability to work independently with laptops and software applications such as Windows and MS Office.

• Ability to obtain and maintain a Public Trust Clearance.

• Reliable home internet service.

This is a temporary position available starting in October and ending late April. Candidates must be willing and able to travel to a credentialing site when needed. You can search locations here: USAccess Assured Identity Scheduler - Home (https://portal.usaccess.gsa.gov/scheduler/home) Candidates must be able to work a full-time, 40-hour per week schedule (typically 8:00am - 4:30pm, M-F) throughout the duration of the 8-week new hire training.

This position is covered by the McNamara-O'Hara Service Contract Act (SCA). Compensation, benefits, and applicable health and welfare requirements are administered in accordance with the applicable U.S. Department of Labor Wage Determination.

If you are interested in supporting and working with our PBGC Team and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act.?For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract. Benefits - Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan that includes counseling conditions

• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .