Contact Center Workforce Manager

MAXIMUS; Spokane (WA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Medical insurance

Dental insurance

Vision insurance

401K plan with company matching

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and monitors real-time performance to drive data-driven decisions.

The candidate will bring experience in workforce planning, strong analytical skills, and collaboration across cross-functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, quality assurance, training, subcontractor management, auditing and compliance.
• Ensure project compliance with contract, state and federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all tasks.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies and procedures with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against internal or client KPIs and drive process improvements.
• Develop staffing solutions and performance goals for staff.

Skills

Scheduling forecasting

Real-time monitoring

Team mentoring

Data-driven decision making

Education

Bachelor's degree (Business Administration or related field)

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and monitors real-time performance to drive data-driven decisions.

The candidate will bring experience in workforce planning, strong analytical skills, and collaboration across cross-functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.