Call Center Supervisor Nashville TN

Description & Requirements

Maximus is seeking individuals who can excel in a fast paced environment and effectively manage multiple tasks didates should demonstrate strong listening and computer skills, exceptional attention to detail, and the ability to perform well under pressure.

As a Call Center Supervisor, you will guide and support call center representatives to meet quality, productivity, and service-level expectations. You’ll conduct regular coaching sessions, address performance concerns, evaluate staff, and collaborate with HR and Talent Acquisition on hiring, promotions, and corrective actions. This role involves managing schedules, overseeing daily workflows, analyzing quality and call trends, and ensuring compliance with company policies, including wage & hour requirements.

The Supervisor also handles escalated situations, recommends process improvements, participates in departmental initiatives, and provides steady leadership to maintain a productive and customer-focused call center environment.

This position is onsite at our Nashville location. The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.

Must be a US Citizen.

This position is contingent upon contract award and will require you to pass a Federal background check

• 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

• Bachelor's degree 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.
• Supervisory or team lead experience in a remote contact center environment.
• Excellent communication, coaching, and problem solving skills.
• Technical proficiency with remote-work technologies.
• Ability to troubleshoot basic technical issues related to softphones, VPNs, CRMs, and remote workstation tools.
• Process improvement experience, including identifying operational gaps, streamlining workflows, and driving efficiency or quality improvements.
• Must be a US Citizen
• Ability to work onsite in Nashville, TN required.
• The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.

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…