Manager - Workforce Planning

Maximus; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Maximus is seeking an experienced Workforce Planning Manager to lead workforce management in a fast-paced contact center. You will forecast workload, optimize staffing, and drive continuous improvement through data and collaboration, guiding WFM teams to achieve service goals.

This is a full-time salaried role with remote work from Texas, occasional travel may be required, and a Bachelor's degree with 5+ years' experience plus strong Excel and reporting tool skills are required.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• Experience leading others in a professional environment.
• Strong forecasting, analytics, and data-driven decision making.
• Proficient with Excel and data reporting tools.

Responsibilities

• Direct management of WFM/WFO activities and staffs in projects including shared services call center.
• Provide oversight of analyst activities on multiple projects.
• Analyze volume forecasts, productivity targets and staffing to develop optimal schedules.
• Shift optimization and schedule effectiveness.
• Address service level risks related to scheduling and staffing; propose solutions.
• Forecast call volumes and staff needs to meet service goals.
• Ensure use of current standard tools, templates, and processes.
• Provide guidance on issues/solutions in WFM areas for projects and leadership.
• Coach and mentor WFM professionals to improve agent efficiency.
• Contribute to enhancement of WFM best practices and standards.
• Set standards for WFM analyst and manager staffing headcount in projects.
• Collaborate with Capacity Planning/Staffing Optimization and HR on forecasting, capacity planning, recruiting, training, attrition.
• Provide functional support for the WFM platform to call center WFM managers and analysts.
• Perform other duties as assigned.
• Bachelor's degree in relevant field and 5+ years of experience or equivalent combination.

Skills

Workforce planning

Forecasting

Analytics

Data reporting

Leadership

Communication

Education

Bachelor's degree

Tools

Smartsheets

PowerBI

Excel

Job description

Maximus is now accepting applications for an experienced Workforce Planning Manager to lead workforce management operations in a fast-paced contact center environment. This role is responsible for forecasting workload demand, optimizing staffing strategies, improving operational efficiency, and leading workforce management teams to achieve service delivery goals. The successful candidate will bring strong analytical and reporting capabilities, experience with workforce management systems and forecasting tools, and a passion for driving continuous improvement through data, technology, and collaboration. This is an exciting opportunity to influence business outcomes, lead high-performing teams, and support strategic workforce initiatives across the organization.

This is a Full-Time, Salaried role with a remote working arrangement.

Essential Duties and Responsibilities:

• - Direct management of WFM / WFO activities and staffs in participating projects, including shared services call center.
• - Provide oversight of analyst activities on multiple projects.
• - Analyze volume forecasts, productivity targets and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles.
• - Shift optimization and schedule effectiveness.
• - Service level risks related to scheduling and staffing; notify call center management and propose solutions.
• - Forecast for both call volumes and staff needed to ensure service goals are met.
• - Ensure current standard / best practice tools, templates, and process are used effectively.
• - Provide guidance on issues/solutions in WFM areas for projects and leadership
• - Coach and mentor WFM professionals on how to improve agent efficiency through application of WFM Best Practices.
• - Contribute to the enhancement of WFM best practices and standards.
• - Responsible for setting standards for WFM analyst and manager staffing headcount in projects.
• - Interact and consult with Capacity Planning/Staffing Optimization on forecasting and capacity planning, and human resources on matters of recruiting, training, hiring and attrition.
• - Provide functional support for the WFM platform to call center WFM managers and analysts.
• - Perform other duties as assigned.
• - Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Additional Requirements:

• - Must reside within the State of Texas
• - Must be willing to travel occasionally for business needs
• - Experience leading others including subordinates in a professional environment
• - Strong experience with workforce and staffing forecasting
• - Intermediate to Advanced proficiency with Microsoft Excel or other data reporting tools

- Experience with the following tools and systems are preferred:

• Smartsheets
• PowerBI or other alternative analytical platforms

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail] .