CDC Call Center Manager – Remote

Job details

Job TypeFull-time

Full Job Description

Essential Job Duties (Text Only): The Call Center Manager is responsible for providing front-line, first level management and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism. Job Description Summary:

Pay and Benefits:

  • Great pay, based on the county in which you live
  • The opportunity to work from the comfort of your home
  • Leadership support to ensure success in a meaningful career
  • Many opportunities for promotion and career advancement into a global company


Essential Duties and Responsibilities:


  • Ensure project compliance with all operational requirements of the 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 Managers to ensure effective coordination of activities
  • Develop and implement 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
  • 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

Minimum Requirements:

  • Bachelor 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 required
  • 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 organization, written and verbal communication skills
  • Capable of working as a team member as well as independently

Home Office Requirements:

  • Access to wired internet connection/ethernet
  • Internet speed of 20mbps or higher required (you can test this by going to speedtest.net)
  • Private work area and adequate power source
  • Personal computer & headset with microphone

MAXIMUS Introduction:Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. With approximately 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. Launch your career with Maximus through one of our dynamic customer service centers. :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.

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