Contact Center Workforce Lead: Forecasting & Scheduling

MAXIMUS; Fort Wayne (IN); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K plan

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is hiring a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, and real-time monitoring to ensure efficient service delivery in a contact center environment.

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations, staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance with internal and external requirements.
• Collaborate with other Managers to ensure effective coordination of activities and develop operational policies.
• Establish and maintain relationships with clients and external entities.
• Monitor performance against key indicators and drive improvements.
• Develop staff goals and monitor achievement.
• Manage subcontractors and audits of operations.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

CRM systems

Workforce tools

Education

Bachelor's degree

Tools

Workforce management tools

Job description

Maximus is hiring a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, and real-time monitoring to ensure efficient service delivery in a contact center environment.

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and processes.