Forecasting & Scheduling Leader — Contact Center Ops

MAXIMUS; Manchester (NH); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

401K Matching

Unlimited PTO

Wellness Program

Tuition Reimbursement

Employee Discounts

Professional Development

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce management in a contact center. You will forecast and schedule staffing resources, monitor real-time performance, and provide data-driven insights to optimize operations.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and experience collaborating across teams to improve staffing strategies and processes. This role is contingent upon contract award.

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience.
• 3+ years of prior experience supervising 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, 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.
• Collaborate with other Managers to ensure coordination of activities.
• Develop and implement operational policies and procedures with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues and complex problems.
• Set and monitor staff performance goals.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Mentoring

Education

Bachelor's degree in Business Administration

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce management in a contact center. You will forecast and schedule staffing resources, monitor real-time performance, and provide data-driven insights to optimize operations.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and experience collaborating across teams to improve staffing strategies and processes. This role is contingent upon contract award.