Manager - Call Center (FEMA Temporary and Remote)

Jobs Boston, MA Manager - Call Center (FEMA Tempor Maximus Manager - Call Center (FEMA Temporary and Remote) Boston, MA Apply Maximus is currently looking for remote Call Center Customer Service Manager to join our team. This remote Manager position will be responsible for providing front-line, first level management and leadership to Call Center Supervisors with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency. This position is a Remote - Work at Home position In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility. This position will require you to have availability to work an eight (8) hour shift, (5) days per week anytime between the hours of 6:30AM to 2:30AM ET (including weekends) Must have experience supporting the FEMA Project This is a Temporary position Essential Duties and Responsibilities: Oversee the daily operations of a call center team to ensure performance metrics are met. Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures. Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored. Monitor performance goals and objectives for the call center staff and complete daily and weekly reports. Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels. Monitor call center compliance with ISO standards as applicable. Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center. Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed. Responsible for identifying and resolving issues, problems, and concerns with employees. Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary. Provide direction to staff when complaints are escalated to management level. '- Ensure project compliance with all operational requirements of the FEMA 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 FEMA Managers to ensure effective coordination of activities Develop and implement FEMA 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 for the FEMA program 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- Bachelor's 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 Ability to pass a federal background check Must reside in Contiguous US 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 organizational, written and verbal communication skills Capable of working as a team member as well as independently Home Office Requirements: Hardwired internet (ethernet) connection (no WIFI or Hotspot) Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net) Private work area and adequate power source Minimum Requirements '- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience. 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. Minimum Salary $64,000 Maximum Salary $72,000 Active Filters Manager - Call Center (FEMA Temp... Boston, MA Clear All Apply