Hybrid Ops Leader: Workforce Analytics & Performance

Maximus; Frankfort (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Relocation assistance

Annual bonuses based on performance

Comprehensive Insurance Coverage

401K Retirement Savings plan

Job summary

Maximus is seeking a Sr. Operations Manager to support the Kentucky Health Benefits Exchange team in Frankfort, KY.

This role oversees workforce management, forecasting, scheduling, and real-time optimization to ensure service levels are achieved in a dynamic customer support environment. The ideal candidate will lead high-performing teams, drive staffing strategies through data insight, and partner with cross-functional stakeholders.

Qualifications

• Bachelor's degree in a relevant field and 7+ years of professional experience.
• Three or more years of people management experience.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily operations of a team to meet performance metrics.
• Provide action plans and timelines for performance improvement.
• Maintain knowledge of performance requirements and policies; update staff accordingly.
• Evaluate training needs to keep staff current on programs.
• Collaborate with customers for open communication and timely issue resolution.
• Monitor performance goals and complete related reports.
• Provide leadership updates to Project leadership and escalate issues as needed.
• Monitor ISO compliance and implement corrective actions.
• Identify and resolve issues with employees; advise on policy changes.

Skills

Leadership

People management

Forecasting & scheduling

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Workforce management tools

Job description

Maximus is seeking a Sr. Operations Manager to support the Kentucky Health Benefits Exchange team in Frankfort, KY.

This role oversees workforce management, forecasting, scheduling, and real-time optimization to ensure service levels are achieved in a dynamic customer support environment. The ideal candidate will lead high-performing teams, drive staffing strategies through data insight, and partner with cross-functional stakeholders.