Remote Workforce Manager

MAXIMUS; Los Angeles (CA); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K plan

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is committed to delivering high-quality health benefits services. We are seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. You will lead workforce management operations in a contact center, forecasting and scheduling staffing, and monitoring real-time performance.

The successful candidate will apply data-driven insights to improve staffing strategies and processes. This position is contingent upon contract award and offers comprehensive benefits and

Qualifications

• Bachelor's degree in Business Administration or related field.
• 5+ years of relevant professional experience.
• 3+ years 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 contract compliance with applicable requirements and policies.
• Manage direct reports and cost-efficient operation of all tasks.
• Manage subcontractors providing services to the program.
• Manage audits of operations.
• Collaborate with other Managers for coordinated activities.
• Develop and implement operational policies and procedures with key stakeholders.
• Establish relationships with clients and external entities.
• Oversee development and implementation of innovative methodologies to improve service levels.
• Manage QA and training programs and corrective actions for compliance.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues or complex problems.
• Set staff performance goals and monitor achievement.
• Perform other duties as assigned.

Skills

Scheduling

Forecasting

Real-time monitoring

Workforce management tools

CRM systems

Team mentoring

Education

Bachelor's degree in Business Administration or related field

5+ years of relevant professional experience

3+ years supervising staff

5+ years of contact center experience

Tools

Workforce management tools

CRM systems

Job description

Maximus is committed to delivering high-quality health benefits services. We are seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. You will lead workforce management operations in a contact center, forecasting and scheduling staffing, and monitoring real-time performance.

The successful candidate will apply data-driven insights to improve staffing strategies and processes. This position is contingent upon contract award and offers comprehensive benefits and