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Added just now
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Closed listing

Maximus

Supervisor - Call Center

Boston, MA, United States

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Experience: 3-5 years of relevant professional experience required.
Posting language: English
Posted: Nov 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

Position is contingent upon contract award

This is a fully remote role.
Must be a U.S. citizen.
Equipment will be provided but must meet the remote position requirement provided below.
Must have the ability to pass a federal background check.

Remote Position Requirements:

Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

Minimum 5mpbs upload speed.
Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

Private work area and adequate power source

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.

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.

'- Experience supervising agents in a benefits focused call center.

Experience with workforce management and real-time queue tools.
Experience supervising remote agents.

Position is contingent upon contract award

This is a fully remote role.
Must be a U.S. citizen.
Equipment will be provided but must meet the remote position requirement provided below.
Must have the ability to pass a federal background check.

Remote Position Requirements:

Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

Minimum 5mpbs upload speed.
Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

Private work area and adequate power source

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

$51,000

Maximum Salary

$57,000

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