Contact Center Workforce Leader

MAXIMUS; Rapid City (SD); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Bonuses based on performance

Comprehensive health insurance

401K with company match

Unlimited time off

Wellness programs

Tuition reimbursement

Employee perks and discounts

Professional development opportunities

Job summary

Maximus in the United States is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The Workforce Manager in a contact center will lead workforce management operations, forecast and schedule staffing resources, monitor performance in real time, and provide data-driven insights to support operational decisions.

The successful candidate will have experience in workforce planning, strong analytical skills, and the ability to collaborate with cross-functional teams to

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of experience supervising staff.
• 5+ years of experience in a contact center, preferably in a supervisory or managerial role.
• Strong analytical, collaboration, and data-driven decision-making abilities.

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance and adherence to regulations and policies.
• Manage direct reports and cost-effective operation of tasks.
• Lead subcontractor management and audits of operations.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with key stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against key indicators and drive improvements.
• Develop staff goals and monitor progress.

Skills

Forecasting

Scheduling

Team leadership

Analytical skills

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus in the United States is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The Workforce Manager in a contact center will lead workforce management operations, forecast and schedule staffing resources, monitor performance in real time, and provide data-driven insights to support operational decisions.

The successful candidate will have experience in workforce planning, strong analytical skills, and the ability to collaborate with cross-functional teams to