Supervisor – Call Center

Maximus

Call center supervisor leading remote customer service representatives for Maximus government programs. Managing schedules, quality, coaching, escalations, and personnel actions.

Posted 8/5/2026full-timeMcAllen • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $46,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and supervisory skills in managing customer service representatives, ensuring adherence to quality standards and performance metrics. Capable of evaluating employee performance, providing coaching, and facilitating training and development opportunities.

Highest-signal resume keywords

LeadershipEmployee Performance EvaluationCall Center SupervisionCoaching and DevelopmentCompliance with Wage & Hour Policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Bachelor's Degree3–5 Years of Relevant ExperiencePerformance Improvement PlansQuality Standards AdherenceEmployee Hiring and PromotionCall-Type Trend AnalysisDisciplinary Action Procedures

Soft Skills

Conflict ResolutionCommunicationTeam Management

Tools & Technologies

Internet Connectivity RequirementsEthernet Patch Cable

Industry Keywords

Customer Service Level AgreementsCall Center OperationsTalent AcquisitionHuman Resources

About the role

Key responsibilities & impact

Provide front-line, first-level supervision and leadership to customer service representatives to meet program objectives and customer service level agreements
Supervise call center staff for adherence to quality standards, deadlines, and procedures
Interview and recommend hiring and promotion of contact center staff with Talent Acquisition and Human Resources
Develop work schedules and assign duties to direct reports
Evaluate employee performance and recommend personnel actions, including disciplinary action, performance improvement plans, and termination, with Human Resources
Discuss performance concerns with employees and work with Human Resources to resolve issues
Ensure compliance with Wage & Hour policy, including rest and meal breaks
Provide support, weekly coaching, and identify training and development opportunities
Analyze direct reports' quality performance and call-type trends, and provide regular coaching
Participate in meetings and recommend policy and procedure changes
Assume leadership responsibility for departmental tasks and call center activities
Support and enforce call center expectations
Oversee subordinate work to facilitate productivity and resolve difficult work aspects
Assist direct reports with escalated issues or cases
Maintain confidentiality and perform other duties assigned by leadership

Requirements

What you’ll need

Bachelor's degree in a related field
3–5 years of relevant professional experience required
Equivalent combination of education and experience considered in lieu of a degree, or demonstrated ability to perform the role successfully
Must be a U.S. Citizen
Must reside within 75 miles of the Maximus McAllen, TX location
Must work an 8-hour shift between 7am and 7pm CST
Overtime required: 1 hour on Mondays during production and on 12/11
Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity
Minimum 5 Mbps upload speed
Internet connection through a Category 5 or 6 Ethernet patch cable to the home internet router
Private work area and adequate power source
Must pick up and return equipment at the Maximus McAllen, TX location
Must go onsite to complete the federal clearance process, paperwork, and required fingerprints

Benefits

Comp & perks

Overtime required: 1 hour on Mondays during production and on 12/11
Opportunities may arise for volunteer overtime
Equipment will be provided
Health insurance coverage
Life and disability insurance
Retirement savings plan
Paid holidays
Paid time off
Reasonable accommodations during the employment process