Contact Center Workforce Manager

MAXIMUS; Omaha (NE); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Medical, Dental, Vision insurance

401K retirement plan with companymatch

Unlimited time off

Employee wellness programs

Tuition reimbursement

Employee discounts

Job summary

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

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, QA, training, subcontractor management, auditing and compliance.
• Ensure contract compliance with state and federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other managers to coordinate activities and develop operational policies.
• Establish relationships with clients and external entities; drive continuous improvement in service levels.

Skills

Forecasting

Scheduling

Real-time monitoring

Staffing resources

Analytical skills

Cross-functional collaboration

Data-driven insights

Education

Bachelor's degree in a relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

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

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.