Contact Center Workforce Manager

MAXIMUS; Charleston (WV); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual performance bonuses

Medical, Dental, Vision insurance

401K with company match

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, real-time monitoring, and delivering data-driven insights to optimize staffing and service levels.

The ideal candidate has 5+ years in workforce planning within a contact center, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience.
• 3+ years of previous experience supervising/managing staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.
• Proven experience in scheduling, forecasting, and real-time monitoring.

Responsibilities

• Oversee daily operations including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance with internal and external requirements.
• Ensure project compliance with contract requirements, state and federal regulations as well as corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Establish and maintain effective relationships with clients and other external entities.
• Oversee development and implementation of innovative methodologies to improve service levels and efficiency.
• Monitor performance against KPIs established internally or by clients.

Skills

Scheduling

Forecasting

Real-time monitoring

Mentoring teams

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, real-time monitoring, and delivering data-driven insights to optimize staffing and service levels.

The ideal candidate has 5+ years in workforce planning within a contact center, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.