"Join Maximus as a Senior Call Center Manager (Remote) in Kentucky. Lead multichannel operations, enhance team performance, and drive process improvements. Enjoy competitive pay, comprehensive benefits, and a flexible work-life balance. Apply today!"

Senior Call Center Manager (Remote)

Maximus is currently hiring a Senior Call Center Manager for a remote opportunity based in Kentucky. This position is responsible for overseeing call center operations and training, ensuring that all Service Level Agreements (SLAs) are consistently met. The role involves managing a multichannel, multiprogram contact center that supports multiple clients across Kentucky. This position is contingent upon contract award.

Why Work at Maximus?

Maximus offers a comprehensive benefits package to support employees’ personal and professional needs:

  • Work-Life Balance: Flexible schedules tailored to individual needs.
  • Competitive Compensation: Includes performance-based bonuses.
  • Insurance Coverage: Options for medical, dental, vision, prescription plans, and partially funded Health Savings Accounts (HSAs). Life insurance and discounts on auto, home, renter’s, and pet insurance are also available.
  • Retirement Planning: 401(k) plan with company matching.
  • Paid Time Off: Includes vacation days, holidays, and extended sick leave. Short- and long-term disability coverage is also provided.
  • Holistic Wellness Support: Access to physical, emotional, and financial wellness resources through the Employee Assistance Program (EAP).
  • Recognition Programs: A platform for acknowledging outstanding contributions.
  • Diversity and Inclusion: A workplace committed to fostering diversity, equity, and inclusion.
  • Tuition Reimbursement: Support for ongoing education and career development.
  • Employee Perks: Additional discounts and benefits exclusively for employees.
  • Wellness Resources: Access to Maximus wellness programs tailored to your needs.
  • Professional Development: Opportunities for training, workshops, and conferences.

Essential Duties and Responsibilities of Sr. Call Center Manager | $64.7K–$105K Annual Salary

The Senior Call Center Manager will oversee daily operations and lead a team to ensure optimal performance and client satisfaction. Key responsibilities include:

1. Operations Management Sr. Call Center Manager | $64.7K–$105K Annual Salary

  • Manage daily operations of the call center to meet performance metrics and SLAs.
  • Maintain up-to-date knowledge of call center requirements, corporate policies, and project procedures.
  • Provide guidance to staff on policies, procedures, and changes.
  • Ensure compliance with ISO standards and all applicable laws and regulations.

2. Training and Development Sr. Call Center Manager | $64.7K–$105K Annual Salary

  • Identify training needs to ensure staff remains current on multiple programs.
  • Evaluate and implement necessary training initiatives to address knowledge gaps.
  • Provide corrective actions and performance feedback as needed.

3. Performance Monitoring Sr. Call Center Manager | $64.7K–$105K Annual Salary

  • Monitor team performance to meet quality and productivity goals.
  • Address quality issues and collaborate with supervisory and management teams to improve call quality.
  • Write performance appraisals and implement necessary corrective measures.
  • Generate and present daily and weekly reports on team performance.

4. Collaboration and Communication Sr. Call Center Manager | $64.7K–$105K Annual Salary

  • Work closely with clients to maintain open communication and resolve issues promptly.
  • Collaborate with other departments, including training and quality assurance, to implement process improvements.
  • Ensure consistent application of policies and procedures across the team.

5. Leadership and Team Management

  • Provide direction and support to staff when handling escalated complaints.
  • Address employee concerns and recommend policy changes as necessary.
  • Develop strategies to improve overall team efficiency and morale.

Minimum Requirements of Sr. Call Center Manager | $64.7K–$105K Annual Salary

To excel in this role, candidates must meet the following qualifications:

Education and Experience

  • Bachelor’s degree in a relevant field and 7+ years of professional experience, or an equivalent combination of education and experience.
  • At least three years of people management experience.
  • Experience managing large-scale call centers (500+ full-time equivalents).
  • Expertise in call center operations and CRM platforms.
  • Familiarity with large-scale telephony systems.

Location and Travel

  • Residency in or near Frankfort, KY, or willingness to relocate, is preferred.
  • Must be willing to travel up to 25% of the time as needed.

Technical Requirements

  • Remote employees must have access to high-speed internet with the following minimum requirements:
    • Download speed of 25 Mbps for a single user or 50 Mbps for shared connectivity.
    • Upload speed of 5 Mbps (10 Mbps preferred).

Equal Opportunity Employer

Maximus values the skills and experiences of active military service members, veterans, and their families. Veterans and transitioning service members are encouraged to apply, as their core competencies align with Maximus’ values. The company is proud to work with organizations that support veterans and their families.

Maximus is an Affirmative Action/Equal Opportunity Employer and provides equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Pay Transparency

Maximus compensates employees based on various factors, including job location, education, training, experience, and performance expectations. The annual salary is just one component of the total compensation package, which also includes:

  • Short- and long-term incentives
  • Program-specific awards
  • Comprehensive benefits such as health insurance, life and disability coverage, and retirement savings plans

Compensation aligns with regulatory minimum wage rates and exempt salary thresholds. Maximus ensures compliance with all applicable laws, and salary history will not be used to determine compensation.

How to Apply

If you meet the qualifications and are passionate about leading and improving call center operations, apply today to become a part of Maximus. Visit the careers page for details.

This is your opportunity to contribute to a dynamic team and make a difference in a workplace committed to diversity, excellence, and innovation.

Apply for this position

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