Limited-Service Call Center Supervisor

Maximus is hiring for Limited-Service Call Center Supervisors to support the Nevada Medicaid Community Engagement Contact Center (NV MCE CC), a program dedicated to supporting Nevada Medicaid members as they navigate new community engagement requirements. As part of this initiative, team members help ensure individuals understand how these requirements may impact their benefits and what actions they need to take to remain compliant with program expectations.

In this customer-focused environment, employees provide responsive, accurate, and compassionate support to Medicaid members by answering inquiries, explaining program information, and guiding callers through available resources and next steps. The
Limited-Service
Call Center Supervisor is responsible for leading a team of customer service professionals to ensure high-quality service delivery, operational efficiency, and achievement of performance goals. This role provides day-to-day leadership, coaching, and support to team members while fostering a positive, accountable, and customer-focused work environment. This is a remote opportunity.

• 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.
• Perform other duties as assigned by leadership.
• 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.
• Must be willing and able to work 8:00am-5:00pm Pacific Time (PT).
• Must be willing and able to accept a limited service position.

• Supervisor or leadership experience.
• Experience with Medicaid health insurance.

• Internet speed of 20mbps or higher required (you can test this by going to  ).
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router .
• Must currently and permanently reside in the Continental US .

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.

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…