Contact Center Workforce Leader - Forecasting & Scheduling

MAXIMUS; Springfield (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive Bonus program

Comprehensive Insurance Coverage

401K with Company Matching

Unlimited Time Off

Wellness Program

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce management for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling staff, monitoring contact center performance in real time, and delivering data-driven insights to enhance operations.

The ideal candidate has strong experience in workforce planning, analytics, and cross-functional collaboration, with 5+ years in related roles and 3+ years supervising staff.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years supervising staff in a contact center.
• 5+ years in a contact center environment, preferably in supervision.
• Strong analytical and forecasting abilities.
• Proven collaboration with cross-functional teams.
• Experience with workforce management tools and CRM systems.

Responsibilities

• Oversee daily program operations: staffing and performance monitoring.
• Ensure contract, state, and federal compliance.
• Manage direct reports and subcontractors.
• Lead audits and quality assurance programs.
• Develop policies and coordinate with stakeholders.
• Build relationships with clients and external entities.
• Drive process improvements to raise service levels.

Skills

Scheduling

Forecasting

Team leadership

Real-time monitoring

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

5+ years of relevant professional experience

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce management for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling staff, monitoring contact center performance in real time, and delivering data-driven insights to enhance operations.

The ideal candidate has strong experience in workforce planning, analytics, and cross-functional collaboration, with 5+ years in related roles and 3+ years supervising staff.