Remote Workforce Manager, Contact Center Analytics

MAXIMUS; Kansas City (KS); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Insurance coverage

401K with match

Unlimited PTO

Wellness program

Recognition platform

Tuition reimbursement

Employee discounts

Wellness resources

Professional development

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to drive service delivery.

Successful candidates will have extensive workforce planning experience, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing and operations. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily workforce planning, scheduling, and staffing.
• Monitor contact center performance in real time.
• Provide data-driven insights for operational decisions.
• Coordinate with subcontractors and cross-functional teams.
• Ensure contract and regulatory compliance.
• Develop and implement staffing policies.
• Lead audits of operations.

Skills

Forecasting

Scheduling

Real-time monitoring

Mentoring teams

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Data analytics tools

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to drive service delivery.

Successful candidates will have extensive workforce planning experience, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing and operations. This position is contingent upon contract award.