Permanent Remote Call Monitoring Jobs in Silver Spring, MD

Description & Requirements
Maximus is currently looking for remote Call Center Customer Service Manager to join our team. This remote Manager position will be responsible for providing front-line, first level management and leadership to Call Center Supervisors with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.
*This position is a Remote - Work at Home position*
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 to 2:30AM ET (including weekends)
Must have experience supporting the FEMA Project
*This is a Temporary position*
Essential Duties and Responsibilities:
- Oversee the daily operations of a call center team to ensure performance metrics are met.
- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
- Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
- Monitor call center compliance with ISO standards as applicable.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
- Responsible for identifying and resolving issues, problems, and concerns with employees.
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
- Provide direction to staff when complaints are escalated to management level.
- Ensure project compliance with all operational requirements of the FEMA contract as well as corporate policies
- Manage Customer Service and Outreach Programs
- Manage direct reports and the cost-effective operation of all project tasks
- Supervise subcontractors that provide services to program
- Oversee audits of operations
- Produce monthly Service Level Agreement (SLA) report for client, as well as ad hoc reporting
- Collaborate with other FEMA Managers to ensure effective coordination of activities
- Develop and implement FEMA operational policies and procedures in collaboration with other key stakeholders
- Establish and maintains effective relationships with clients and other external entities
- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency for the FEMA program
- Supervise the project's quality assurance and training programs as well as corrective actions to ensure compliance
- Monitor performance against key indicators established internally or by the clients
- Generate solutions to issues or complex problems
- Develop performance goals and objectives for staff, and monitor achievement of those goals- Bachelor's degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- Three (3) years of management experience or five (5) years of related experience
- U.S. Citizenship
- Ability to pass a federal background check
- Must reside in Contiguous US
- Able to manage large-scale operations, including single or multiple sites
- Proven ability with operational analyses, processes and performance indicators
- Capable of performing comfortably in a fast-paced, deadline-oriented work environment
- Strong client management skills
- Able to successfully execute many complex tasks simultaneously
- Excellent organizational, written and verbal communication skills
- Capable of working as a team member as well as independently
Home Office Requirements:
- Hardwired internet (ethernet) connection (no WIFI or Hotspot)
- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
- Private work area and adequate power source
Minimum Requirements
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
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 candidate's 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 Maximus's 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 applicant's 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 applicantaccom@maximus.com .
Minimum Salary
$
64,000.00
Maximum Salary
$
72,000.00