Remote Workforce Manager - Center Forecasting & Ops

MAXIMUS; North Platte (NE); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Dental insurance

Vision insurance

Life insurance

401K/retirement plan

Unlimited time off

Job summary

Maximus is seeking a Workforce Manager to lead workforce management operations for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time monitoring, and providing data-driven insights to optimize staffing and service delivery.

The ideal candidate brings strong analytical abilities and a proven track record in workforce planning, cross-functional collaboration, and improving staffing strategies within a contact center environment.

Qualifications

• Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
• 3+ years of previous experience supervising/managing staff required.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily program operations for staffing, performance monitoring, quality assurance, training, subcontractor management, auditing and compliance.
• Ensure project compliance with contract requirements, state and federal regulations, and corporate policies.
• Manage direct reports and the cost-effective operation of all project tasks.
• Manage subcontractors that provide services to the program.
• Manage audits of operations.
• Collaborate with other Managers for coordination of activities.
• Develop and implement operational policies and procedures with key stakeholders.
• Establish and maintain relationships with clients and external entities.
• Oversee development and implementation of innovative methodologies to improve service levels and efficiency.
• Manage the program's quality assurance and training programs and corrective actions.
• Monitor performance against key indicators and develop solutions to issues.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce management

Analytical skills

Cross-functional collaboration

Staff development

Education

Bachelor's degree in a relevant field

Bachelor's degree in Business Administration

Tools

CRM systems

Workforce management tools

Job description

Maximus is seeking a Workforce Manager to lead workforce management operations for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time monitoring, and providing data-driven insights to optimize staffing and service delivery.

The ideal candidate brings strong analytical abilities and a proven track record in workforce planning, cross-functional collaboration, and improving staffing strategies within a contact center environment.