Description & Requirements

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award). This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas. Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling. The program ensures consistent access to care across dispersed populations and contributes to broader public service goals. This project is currently in the bidding phase, and we’re eager to consider strong candidates who may be a great fit for this opportunity.

We are seeking an experienced Contact Center Supervisor to oversee day-to-day operations. This role is responsible for supervising a team of contact center agents who provide critical support to patients, providers, and stakeholders across a virtual healthcare environment. The ideal candidate will ensure service excellence, operational efficiency, and compliance with healthcare standards while fostering a culture of empathy and accountability.

Please Note: The Contact Center’s hours of operation are Mon-Fri 6:00 a.m. -10:00 p.m. EST and Sat-Sun 8:00 a.m - 9:00 p.m. EST. The Supervisor will need to be able to work a shift during the standard hours of operation, which could include nights and weekends.

Essential Duties and Responsibilities:

- 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.

-Supervise and support contact center agents in delivering high-quality service across inbound and outbound channels.
-Monitor performance metrics (e.g., call volume, response time, resolution rate) and implement strategies to meet or exceed service level agreements (SLAs).
-Conduct regular coaching, training, and performance evaluations to ensure team development and engagement.
-Collaborate with leadership to identify process improvements and implement best practices.
-Ensure compliance with HIPAA and other healthcare regulations.
-Handle escalated calls and resolve complex issues with professionalism and urgency.
-Maintain accurate documentation and reporting for audits and quality assurance.
-Support workforce planning, scheduling, and resource allocation to meet program demands.

Minimum Requirements

- 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.

The Contact Center Supervisor needs to be able to work a shift during the standard hours of operation, which could include nights and weekends.

The Contact Center’s hours of operation are Mon-Fri 6:00 a.m. -10:00 p.m. EST and Sat-Sun 8:00 a.m - 9:00 p.m. EST.

• 2+ years of supervising Contact Center Representatives in a Contact Center environment.
• Experience using contact center technology, such as telephony, CCaaS (Contact Center as a Service), CRM platforms, and IT service management.
• Healthcare/military/government contact center experience preferred.

EEO Statement

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.

Pay Transparency

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 including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com .

Minimum Salary

$44,800.00

Maximum Salary

$94,100.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.