Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you have a strong background in call center operations and a proven track record of leading high-performing teams? If so, we invite you to join our dynamic team as an Experienced Bilingual Call Center Team Leader. This is a unique opportunity to work from home, leveraging your skills and expertise to drive success in a fully remote role.About UsAt Maximus, we are committed to delivering exceptional service and support to our clients and customers. As a leading provider of government services and solutions, we pride ourselves on our culture of excellence and collaboration. Our team is dedicated to making a positive impact in the lives of our clients and customers, and we are seeking like-minded professionals to join our ranks.Job SummaryAs an Experienced Bilingual Call Center Team Leader, you will play a critical role in leading our call center team to deliver exceptional customer experiences. You will be responsible for providing ongoing training, support, and real-time quality monitoring to our Consumer Services Specialists, ensuring that they have the skills and knowledge needed to excel in their roles. You will also be responsible for handling escalated calls, including complaints, and escalating issues to management as needed.Key Responsibilities* Act as a subject matter expert and maintain up-to-date knowledge of all Contact Center programs and systems, including Marketplace General Information, Web Chat, Co-browse, and Application Processing including Enrollment.* Provide ongoing training, support, and real-time quality monitoring of Consumer Services Specialists to improve performance.* Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.* Handle escalated calls, including complaints, from Consumer Services Specialists and escalate to the Call Center Supervisor for resolution, as needed.* Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.* Answer inbound calls during times of high call volume or upon request of management.* Anticipate issues proactively and escalate to management as appropriate.* Meet Quality Assurance (QA) and other key performance metrics.* Track and document all inquiries using the applicable systems.* Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.* Review and provide feedback on Contact Center documentation and processes.Minimum Requirements* High school diploma or GED required and 6+ years of relevant professional experience required, or equivalent combination of education and experience.* Works on a variety of assignments requiring considerable judgement and initiative.* As a skilled and experienced specialist, completes tasks in resourceful and effective ways.* Able to draft or modify training materials and procedural documentation accurately.* Skilled in handling challenging communications with external contacts for escalated matters.* Act independently to determine methods and procedures on new assignments.* Serves as facilitator and team leader, allocating work and providing guidance and training to others in field of specialization.* Perform quality assurance on work of others in team.Technical Requirements* Home internet: Minimum Requirement: 25+ Mbps download speed; 15+ Mbps upload* PC/Operating System: Windows 10 or higher Cannot accept tablet platforms (iPad, Chromebook, others) or MAC IOS* PC Processor (CPU) Intel i5, AMD Ryzen 5, or better* PC Memory 8+ GB RAM* PC Hard Drive Storage 256 GB SSD* Headset: USB Gen 2 or newer port (for wired headset)* Smartphone: Android or Apple smartphone with working camera and capability of installing applications necessary for daily system loginWhy Join Our Team?* Competitive salary and benefits package* Opportunity to work from home in a fully remote role* Collaborative and dynamic work environment* Professional development and growth opportunities* Recognition and rewards for outstanding performance* Commitment to diversity, equity, and inclusionHow to ApplyIf you are a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!Equal Employment OpportunityMaximus is an Affirmative Action/Equal Opportunity Employer. We are committed to diversity, equity, and inclusion and welcome applications from qualified candidates of all backgrounds. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.Hourly Base Pay Minimum for this Position$22.00Hourly Base Pay Maximum for this Position$22.00Apply for this job