Contact Center Workforce Manager & Analytics Lead

Maximus; Lansing (MI); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Annual bonuses based on performance

Comprehensive Insurance Coverage

401K retirement savings with company匹配

Unlimited Time Off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to lead workforce planning in a contact center. You will forecast, schedule, monitor real-time performance, and provide data-driven insights to optimize staffing and service delivery.

The role requires collaboration with cross-functional teams, a track record in workforce management, and the ability to improve staffing strategies and processes. This is a full-time position with competitive compensation and benefits.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience required.
• 5+ years of professional experience in workforce management or related area.
• 3+ years of experience supervising or managing staff.
• 5+ years in a contact center environment, preferably in a supervisory role.
• Experience with scheduling, forecasting, and real-time monitoring.

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance with state and federal regulations and internal policies.
• Manage direct reports and cost-effective operation of tasks.
• Oversee subcontractors and audits of operations.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Maintain relationships with clients and external entities.
• Develop methodologies to improve service levels and efficiency.
• Manage QA and training programs and corrective actions.
• Monitor performance against key indicators and client metrics.
• Develop solutions to issues and set staff performance goals.

Skills

Forecasting and scheduling

Real-time monitoring

Team leadership

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Scheduling software

Job description

Maximus is hiring a Workforce Manager to lead workforce planning in a contact center. You will forecast, schedule, monitor real-time performance, and provide data-driven insights to optimize staffing and service delivery.

The role requires collaboration with cross-functional teams, a track record in workforce management, and the ability to improve staffing strategies and processes. This is a full-time position with competitive compensation and benefits.