Contact Center Workforce Strategist

MAXIMUS; Aberdeen (MD); Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive Insurance Coverage

401K Retirement Savings Plan and Match

Unlimited Time Off

Wellness programs and EAP

Tuition Reimbursement

Employee Discounts

Professional Development Opportunities

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing resources, real-time monitoring, and delivering data-driven insights to guide operational decisions.

Ideal candidates will have strength in workforce planning, analytics, and collaboration with cross-functional teams to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing, performance monitoring, QA oversight, training, subcontractor management, audits and compliance.
• Ensure project compliance with contract, 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.
• Develop and implement operational policies and procedures with stakeholders.
• Build relationships with clients and external entities and drive service improvements.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Workforce management

CRM experience

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing resources, real-time monitoring, and delivering data-driven insights to guide operational decisions.

Ideal candidates will have strength in workforce planning, analytics, and collaboration with cross-functional teams to improve staffing strategies and processes.