Contact Center Workforce Architect

MAXIMUS; Springfield (IL); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Annual bonus

Health, dental, vision insurance

401K with company matching

Unlimited PTO

Wellness programs

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to lead our Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staff, monitoring contact center performance in real time, and delivering data-driven insights to optimize service levels.

The ideal candidate has extensive workforce planning experience, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 5+ years of relevant professional experience.
• 3+ years of supervising/managing staff.
• 5+ years in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract compliance with regulations and corporate policies.
• Manage direct reports and cost-effective project tasks.
• Supervise subcontractors and audits of operations.
• Collaborate with other Managers for coordination of activities.
• Develop and implement operational policies with stakeholders.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

CRM systems

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to lead our Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staff, monitoring contact center performance in real time, and delivering data-driven insights to optimize service levels.

The ideal candidate has extensive workforce planning experience, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes.