Contact Center Workforce Strategist

MAXIMUS; Montgomery (AL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance plans

401K retirement plan with companymatch

Paid time off (Unlimited Time Off)

Job summary

MAXIMUS is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role will lead forecasting, scheduling, and real-time performance monitoring to ensure efficient service delivery in a contact center.

The successful candidate will use data-driven insights to improve staffing strategies and operational processes, collaborating with cross-functional teams. A strong background in workforce planning and 5+ years of relevant experience are required.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of experience supervising staff is required.
• 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, performance monitoring, QA oversight, 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 project tasks.
• Manage subcontractors that provide services to the program.
• Manage audits of operations.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures with stakeholders.
• Establish and maintain relationships with clients and external entities.
• Oversee development and implementation of innovative methodologies to improve service levels.
• Manage the project's QA and training programs and corrective actions to ensure compliance.
• Monitor performance against KPIs set by internal clients.
• Develop solutions to issues or complex problems.
• Develop staff performance goals and monitor achievement.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Real-time monitoring

Data analytics

Cross-functional collaboration

Workforce management

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

CRM systems

Workforce management tools

Job description

MAXIMUS is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role will lead forecasting, scheduling, and real-time performance monitoring to ensure efficient service delivery in a contact center.

The successful candidate will use data-driven insights to improve staffing strategies and operational processes, collaborating with cross-functional teams. A strong background in workforce planning and 5+ years of relevant experience are required.