Call Center Supervisor (Limited Service)

Description & Requirements

The Call Center Supervisor will be responsible for managing a team of 15-20 Customer Service Representatives and Team Leads processing eligibility applications for New Jersey residents looking to enroll in health insurance.

Ideal candidates will have strong team management skills, the ability to multitask and stay organized with various daily deliverables, and be adept at conducting research, handling escalation calls, and ensuring adherence to specific deliverables and SLAs.

This is a Limited Service (temporary) position that may last between 3 to 6 months.

This is a Bring Your Own Device role, equipment is not 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.
• 1-2 years of supervisory experience preferred
• 1-2 years of call center experience preferred
• Experience working with either Medicaid or Medicare insurance during open enrollment preferred

Technical Requirements :

• Home internet : Minimum Requirement : 25+ Mbps download speed; 15+ Mbps upload
• PC / Operating System : Windows 10 or higher Cannot accept tablet platforms (iPad, Chromebook, others) or MAC IOS, for AWS use as a BYOD device because they are unstable and not supported by the NJSBE project.
• PC Processor (CPU) Intel i5, AMD Ryzen 5, or better
• PC Memory 8+ GB RAM
• PC Hard Drive Storage 256 GB SSD
• Headset : USB Gen 2 or newer port (for wired headset)
• Smartphone : Android or Apple smartphone with working camera and capability of installing applications necessary for daily system login

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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.

Annual Base Pay Minimum for this Position

56,000.00

Annual Base Pay Maximum for this Position

66,560.00