Supervisor, Contact Centre Federal

General information

Job Posting Title Supervisor, Contact Centre Federal Date Thursday, April 9, 2026 City Ottawa Province ON Country Canada Job Schedule Fixed-Term Employee (TMEE) Work Arrangement Remote

Description & Requirements

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Position Summary

*Please note that this is a temporary position*

The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, , driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.

The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI’s) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high-performance culture.

Your typical week at Maximus

• Lead the workforce in order to meet Service Levels, enhance employee engagement and performance, communicate and execute business goals, all within a fast-paced environment.
• Assist with onboarding activities as required
• Assign workflow and oversee departmental activities for effective utilization of resources and systems.
• Identify opportunities for improvement and work with the Continuous Improvement agents to lead change.
• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
• Implement goals: advocate employee empowerment and accountabilities in order to meet individual and team goals
• Lead the workforce to contribute to a positive workplace.
• Other duties as required

Knowledge, Skills, and Abilities

• Provide leadership to ensure Quality Assurance goals are met.
• Monitor, track and report a designated number of Quality Assurance checks for each employee, each month.
• Initiate appropriate timing and phases of the performance management continuum:
• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.
• Ensure all processes adhere to client and MAXIMUS Canada policies.
• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.
• Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employees.
• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes).
• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.
• Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.
• Acknowledge and reward employee achievement through formal and informal employee recognition activities or programs.
• Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company’s business goals and to a positive, quality-driven workplace culture
• Bilingual (English/French) is considered an asset

Education and Experience

• Minimum 2 years’ experience supervising an operational unit of a least 15 employees
• Current and/or relevant call centre leadership experience an asset
• Related post-secondary education in business administration, human relations, public administration, etc.
• In-depth knowledge of Contact Centre operations
• Knowledge of the principles of employee engagement and motivation
• Proven experience in business process improvement
• Principles related to human rights and employment standards legislation
• Proficient knowledge of MS Office suite; Word, Excel, PowerPoint, etc.

What We Offer You

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Hybrid and remote work environments in Canada
• Employee appreciation events