Contact Center Workforce Leader

MAXIMUS; Birmingham (AL); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Insurance coverage

401K matching

Unlimited time off

Wellness resources

Recognition platform

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is hiring a Workforce Manager to lead staffing, forecasting, and real-time monitoring in support of the Kentucky Health Benefits Exchange Team. The role emphasizes data-driven insights and collaboration to optimize staffing strategies and service levels.

Ideal candidates will have extensive workforce planning experience, strong analytical abilities, and a track record of improving operational processes in a contact center setting.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure contract compliance with all applicable requirements, state and federal regulations, and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks and subcontractors.
• Collaborate with other Managers for effective coordination of activities.
• Develop and implement policies/procedures with key stakeholders.
• Establish relationships with clients and external entities and drive service improvements.
• Monitor KPIs and drive data-driven decisions to improve staffing and efficiency.
• Lead quality assurance and training programs and corrective actions.

Skills

Scheduling, forecasting, real-time监控

Workforce management tools

CRM systems

Team leadership

Analytical skills

Education

Bachelor's degree in a relevant field

Job description

Maximus is hiring a Workforce Manager to lead staffing, forecasting, and real-time monitoring in support of the Kentucky Health Benefits Exchange Team. The role emphasizes data-driven insights and collaboration to optimize staffing strategies and service levels.

Ideal candidates will have extensive workforce planning experience, strong analytical abilities, and a track record of improving operational processes in a contact center setting.