Real-Time Forecasting & Scheduling Lead (Contact Center)

MAXIMUS; Des Moines (IA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Bonus potential

Health insurance

401(k) with company match

Unlimited time off

Professional development opportunities

Employee assistance program

Wellness program

Tuition reimbursement

Job summary

Maximus is looking for a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role involves forecasting and scheduling staffing resources, monitoring center performance in real time, and delivering insights to support operations.

The candidate should have strong experience in workforce planning, analytics, and cross-functional collaboration to optimize staffing and processes. This position is contingent on contract award.

Qualifications

• Bachelor's degree and 5+ years of relevant professional experience.
• 3+ years of experience supervising staff.
• 5+ years in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, quality assurance, training, and subcontractor management.
• Ensure compliance with contract requirements, state/federal regulations, and policies.
• Manage direct reports and cost-effective execution of tasks.
• Collaborate with other managers to coordinate activities and improve processes.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues and set staff performance goals.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree in relevant field

Tools

Workforce management software

CRM systems

Job description

Maximus is looking for a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role involves forecasting and scheduling staffing resources, monitoring center performance in real time, and delivering insights to support operations.

The candidate should have strong experience in workforce planning, analytics, and cross-functional collaboration to optimize staffing and processes. This position is contingent on contract award.