Contact Center Workforce Strategy Lead

MAXIMUS; Eau Claire (WI); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Bonus program

Health insurance

401k with match

Unlimited time off

Wellness program

Professional development

Tuition reimbursement

Employee discounts

Recognition platform

Wellness resources

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role in a contact center will lead workforce management operations, forecast and schedule staffing, monitor real-time performance, and provide data-driven insights to support operational decisions.

The ideal candidate has experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and processes.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 5+ years of related professional experience.
• 3+ years of supervision/management experience in a contact center.

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, and quality assurance oversight.
• Ensure contract compliance with state and federal regulations and corporate policies.
• Manage direct reports and subcontractors to ensure cost-effective operations.
• Collaborate with other managers to coordinate activities and develop policies.
• Monitor performance against internal or client KPIs and implement improvements.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Mentoring

Education

Bachelor's degree in Business Administration

Tools

WFM tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role in a contact center will lead workforce management operations, forecast and schedule staffing, monitor real-time performance, and provide data-driven insights to support operational decisions.

The ideal candidate has experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and processes.