Contact Center Workforce Manager: Forecasting & Ops

Maximus; Bismarck (ND); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive bonuses

Healthcare plans

401K matching

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, and real-time monitoring to drive efficient service delivery within a contact center environment.

The successful candidate will bring 5+ years in workforce planning, strong analytical skills, and a track record of collaboration across cross-functional teams to improve staffing strategies and operations.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance with state and federal regulations and corporate policies.
• Lead audits and subcontractor management to ensure quality and efficiency.
• Collaborate with other managers to coordinate activities across teams.
• Develop and implement operational policies with stakeholders.
• Maintain strong relationships with clients and external partners to support service levels.

Skills

Workforce management

Forecasting

Staff leadership

CRM systems

Real-time monitoring

Analytical skills

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, and real-time monitoring to drive efficient service delivery within a contact center environment.

The successful candidate will bring 5+ years in workforce planning, strong analytical skills, and a track record of collaboration across cross-functional teams to improve staffing strategies and operations.