Real-Time Workforce Manager: Forecasting & Scheduling

MAXIMUS; Marquette (MI); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Medical insurance

Dental insurance

Vision insurance

401K Retirement Savings with company匹

Unlimited Time Off

Employee Assistance Program (EAP)

Tuition Reimbursement

Wellness programs

Discounts on insurance and services

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce planning, forecasting and scheduling for a Health Benefits Exchange team in the US. The role emphasizes data-driven decision making, cross-functional collaboration, and process improvement in a contact center environment.

The ideal candidate will have 5+ years in workforce management, strong analytical skills, and a track record of guiding staffing strategies to optimize performance.

Qualifications

• Bachelor's degree and 5+ years of relevant professional experience.
• 3+ years supervising/managing staff.
• 5+ years experience in a contact center environment.

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with applicable regulations and policies.
• Manage direct reports and subcontractors for cost-effective operations.
• Lead audits of operations and quality assurance programs.
• Collaborate with other managers for coordination of activities.
• Develop and implement policies in consultation with stakeholders.
• Establish relationships with clients and external entities.
• Improve service levels and overall operational efficiency.
• Set performance goals and monitor staff achievement.
• Perform other duties as assigned.

Skills

Forecasting

Scheduling

Real-time monitoring

Staff leadership

Data analysis

Education

Bachelor's degree in Business Administration

Bachelor's degree in relevant field

Tools

Workforce management software

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce planning, forecasting and scheduling for a Health Benefits Exchange team in the US. The role emphasizes data-driven decision making, cross-functional collaboration, and process improvement in a contact center environment.

The ideal candidate will have 5+ years in workforce management, strong analytical skills, and a track record of guiding staffing strategies to optimize performance.