Lead a remote team that keeps customers supported and program goals on track. If you’re strong at coaching, handling escalations, and raising performance without losing the human touch, this role gives you real influence day to day.
About Maximus
Maximus partners with government and public-sector programs to deliver services that help people access essential support. They operate large-scale contact center environments and rely on strong frontline leadership to meet service level agreements. Their work is structured, mission-driven, and built for impact.
Schedule
- Full-time, fully remote (United States)
- Role is contingent upon contract award
- Must be able to pass a federal background check
- Equipment provided (home setup must meet requirements below)
- Must be available during scheduled hours via VoIP, email, and collaboration tools (e.g., Teams)
- Video calls may be requested occasionally; professional background and attire required
- Home office requirements:
- Hardwired internet (ethernet) connection directly into modem
- Internet speed: 25 Mbps download (single) or 50 Mbps (shared) and 5 Mbps upload (10 preferred)
- Private work area and adequate power source
What You’ll Do
- Supervise contact center staff to ensure adherence to quality standards, procedures, and deadlines
- Coach and develop CSRs through ongoing support, weekly coaching sessions, and performance feedback
- Manage escalated or complex customer cases and support agents through resolution
- Create work schedules, assign duties, and balance coverage to ensure team efficiency
- Monitor quality performance and call trends, then use insights to improve outcomes and consistency
- Partner with Talent Acquisition and HR on hiring, promotions, performance plans, and corrective action
- Address performance concerns with employees and collaborate with HR on resolution steps
- Ensure compliance with Wage & Hour policies, including rest and meal breaks for non-exempt employees
- Participate in meetings and recommend policy, procedure, and workflow improvements
- Support and enforce call center expectations and operational standards
- Take on departmental leadership tasks and call center activities as needed
- Maintain confidentiality while handling sensitive work and employee matters
What You Need
- Bachelor’s degree in a related field, or equivalent combination of education and experience
- 3–5 years of relevant professional experience
- Supervisory or team lead experience in a remote contact center environment
- Excellent communication, coaching, and problem-solving skills
- Technical proficiency with remote-work tools and systems
- Ability to troubleshoot basic issues related to softphones, VPNs, CRMs, and remote workstation tools
- Process improvement experience (spotting gaps, streamlining workflows, improving efficiency/quality)
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
Remote supervisor roles like this can move quickly—apply while it’s still active.
If you’re ready to lead from the front, build a high-performing team, and keep service levels strong, this is your lane.
Happy Hunting,
~Two Chicks…