Call Center Supervisor – Temporary

• Provide front-line, first-level supervision and leadership to customer service representatives to meet program objectives and customer service level agreements
• Supervise call center staff for adherence to quality standards, deadlines, and procedures
• Interview and recommend hiring and promotion of contact center staff with Talent Acquisition and Human Resources
• Develop work schedules and assign duties to direct reports
• Evaluate employee performance and recommend personnel actions, including disciplinary action, performance improvement plans, and termination
• Address performance concerns and collaborate with Human Resources to resolve issues
• Ensure compliance with Wage & Hour policy, including rest and meal breaks
• Provide support, coaching, and identify training and development needs
• Analyze quality performance and call-type trends to meet service-level requirements and goals
• Participate in meetings and recommend policy and procedure changes
• Lead departmental tasks and call center activities as needed
• Support and enforce call center expectations
• Oversee subordinate work to facilitate productivity and resolve difficult work aspects
• Assist direct reports with escalated issues or cases
• Maintain confidentiality while performing work tasks
• Perform other duties assigned by leadership

• Bachelor's degree in a related field
• 3–5 years of relevant professional experience required
• Equivalent combination of education and experience may be considered in lieu of a degree
• Must be a U.S. Citizen
• Must reside within 75 miles of the Maximus Lawrence, Kansas location
• Must work an 8-hour shift between 7am and 7pm CST
• Overtime required: 1 hour on Mondays during production and on December 11
• Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity
• Minimum 5 Mbps upload speed
• Internet connection via Category 5 or 6 Ethernet patch cable to the home router
• Private work area and adequate power source
• Must pick up and return equipment at the Maximus Lawrence, Kansas location
• Must go onsite to complete Federal clearance paperwork and obtain required fingerprints
• Seasonal availability from September through December for approximately 6–8 weeks

Demonstrates strong leadership and supervisory skills in managing customer service representatives, ensuring adherence to quality standards and performance metrics. Capable of analyzing performance trends and collaborating with Human Resources to address employee development and compliance issues.

• Leadership
• Employee Performance Evaluation
• Call Center Supervision
• Quality Standards Compliance
• Training and Development

• Bachelor's Degree
• 3–5 Years Professional Experience
• Performance Improvement Plans
• Wage & Hour Compliance
• Call-Type Trend Analysis

• Coaching
• Conflict Resolution
• Confidentiality Maintenance

• Customer Service Level Agreements
• Talent Acquisition
• Human Resources Collaboration
• Call Center Operations
• Federal Clearance

• Internet Connectivity
• Ethernet Patch Cable