Lead a remote team that keeps customers supported and programs running smoothly. If you love coaching, solving problems, and driving performance in a fast-moving contact center, this role puts you in the driver’s seat.
About Maximus
Maximus partners with government and public-sector programs to deliver services that help people navigate critical needs. They’re known for large-scale operations, structured processes, and mission-driven work that supports communities nationwide.
Schedule
- Full-time, fully remote (United States)
- Must be available during scheduled hours via VoIP, email, and collaboration tools (e.g., Teams)
- Video calls may be requested occasionally
- Role is contingent upon contract award
- Must pass a federal background check
- Home office requirements include hardwired internet (ethernet), adequate speed, private work area, and reliable power source
What You’ll Do
- Supervise and support call center agents to meet quality standards, deadlines, procedures, and service level agreements
- Coach and develop CSRs through regular feedback, weekly coaching sessions, and targeted performance support
- Manage escalated or complex customer cases and assist agents with issue resolution
- Build schedules and assign work to ensure efficiency and coverage
- Monitor performance trends (quality results, call types) and use data to guide coaching and improvement
- Partner with Talent Acquisition and HR on hiring, promotions, performance improvement plans, and corrective action
- Ensure compliance with Wage & Hour policies, including rest and meal breaks for non-exempt staff
- Participate in meetings and recommend process, policy, and workflow improvements
- Maintain confidentiality while supporting daily operations and leadership priorities
What You Need
- Bilingual fluency in Spanish and English (written and spoken)
- Bachelor’s degree in a related field, or an equivalent combination of education and experience
- 3–5 years of relevant professional experience
- Supervisory or team lead experience in a remote contact center environment
- Strong communication, coaching, and problem-solving skills
- Comfort with remote tools and troubleshooting basics (softphones, VPNs, CRMs, remote workstation tools)
- Process improvement experience (identifying gaps, streamlining workflows, improving efficiency/quality)
- Home office setup that meets requirements:
- Hardwired ethernet connection to modem
- Internet speed: 25 Mbps download (single) or 50 Mbps (shared) and 5 Mbps upload (10 preferred)
- Private workspace, adequate power, professional video-call setup
Benefits
- Health insurance coverage
- Retirement savings plan
- Paid holidays and paid time off
- Life and disability insurance
- Additional incentives may be available based on program/role
Roles like this move fast, especially when remote leadership is in demand—apply while it’s open.
If you’re ready to lead from the front, build a strong team, and raise the bar on service and performance, this one’s for you.
Happy Hunting,
~Two Chicks…