Contact Center Workforce Manager: Forecasting & Scheduling

Maximus; Madison (WI); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive bonuses

Comprehensive insurance coverage

401K retirement plan with companymatch

Unlimited time off

Job summary

Maximus is hiring a Workforce Manager to lead workforce planning, forecasting, and real-time staffing in a contact center. You will analyze data, optimize schedules, and drive staffing strategies to improve service delivery.

The role requires a strong background in workforce management, analytics, and collaboration with cross-functional teams. This is based in the United States with remote flexibility for qualified candidates.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract and regulatory compliance with internal policies.
• Manage direct reports and cost-efficient execution of tasks.
• Supervise subcontractors providing services to the program.
• Audit operations and enforce quality standards.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with key stakeholders.
• Maintain relationships with clients and external entities.
• Identify and implement innovative methods to improve service levels.
• Develop and track staff performance goals and results.
• Perform additional duties as assigned.

Skills

Scheduling

Forecasting

Real-time monitoring

Leadership

Workforce management tools

CRM systems

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to lead workforce planning, forecasting, and real-time staffing in a contact center. You will analyze data, optimize schedules, and drive staffing strategies to improve service delivery.

The role requires a strong background in workforce management, analytics, and collaboration with cross-functional teams. This is based in the United States with remote flexibility for qualified candidates.