Limited Service Spanish Bilingual Call Center Supervisor

Maximus is seeking Spanish Bilingual Limited Service Call Center Supervisors to support the New Jersey State-Based Exchange (NJ SBE) program. This temporary position is expected to last until February 2027, based on business needs.

About the Role

This role leads a team of customer service representatives, ensuring quality standards, service levels, productivity goals, and operational requirements are met while delivering an exceptional consumer experience. The supervisor oversees daily contact center operations, provides coaching and performance management, manages staffing and schedules, and assists with escalated customer issues. The position also supports hiring, employee development, performance improvement, and employee relations in partnership with Talent Acquisition and Human Resources.

The ideal candidate is a results-driven leader with strong communication, analytical, and problem-solving skills, fostering a culture of accountability, engagement, and service excellence. This role requires analyzing performance trends, identifying improvement opportunities, maintaining confidentiality, and ensuring compliance with company policies and program requirements.

Responsibilities

• Supervise customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors as needed.
• Partner with Human Resources to interview, recommend hiring, and promote contact center staff.
• Develop work schedules and assign duties to ensure efficiency.
• Evaluate employees' job performance and recommend personnel actions, including disciplinary measures, performance improvement plans, and termination.
• Discuss job performance concerns with employees and work with Human Resources to resolve issues.
• Ensure compliance with company Wage & Hour policy, including rest and meal breaks for non-exempt employees.
• Provide support, identify training needs, and offer development opportunities through weekly coaching sessions.
• Analyze direct reports’ quality performance and call trends, providing regular coaching to meet project and program service level requirements.
• Participate in meetings and recommend changes to policies and procedures.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Support and enforce contact center expectations.
• Assist subordinates with productivity challenges or difficult work aspects.
• Help direct reports with escalated issues or cases as needed.

Requirements

• Bachelor's degree in a related field or equivalent combination of education and experience.
• 3-5 years of relevant professional experience.
• Fluency in English and Spanish (speaking, reading, and writing).
• Prior experience with the New Jersey State-Based Exchange (NJ SBE) program preferred.
• Must reside in the continental United States and be a US Citizen.
• Minimum internet requirements: 25+ Mbps download speed, 15+ Mbps upload, Cat5e Ethernet cable connection (hardwired, not WiFi).

Schedule

Training Schedule: Monday–Friday, 8:00 AM – 4:30 PM Eastern Time for approximately 3 weeks.

Hours of Operation:

• Open Enrollment (November 1 – January 31):
  • Monday–Friday: 8:00 AM – 8:00 PM ET
  • Saturday: 8:00 AM – 5:00 PM ET
  • Last two Sundays of Open Enrollment: 8:00 AM – 5:00 PM ET
  • Last three days of Open Enrollment: 8:00 AM – 10:00 PM ET
• One week following Open Enrollment: 8:00 AM – 8:00 PM ET
• Non-Open Enrollment: Monday–Friday, 8:00 AM – 5:00 PM ET

Candidates must be flexible to work schedules within the operating hours, including evenings, weekends, and extended hours during Open Enrollment.

Pay

Annual salary range: $50,000 – $65,000, commensurate with experience and job duties. Maximus offers a total compensation package that may include short- and long-term incentives, program-specific awards, health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off.