Remote Workforce Manager: Contact Center Forecasting

MAXIMUS; Nashville (TN); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance coverage

401K retirement savings plan

Unlimited time off

Wellness program

Tuition reimbursement

Employee perks and discounts

Professional development opportunities

Wellness resources

Recognition platform

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. This role leads workforce management operations in a contact center, forecasting and scheduling staffing, and delivering data-driven insights to improve service delivery.

The successful candidate will have strong analytics, experience in workforce planning, and the ability to collaborate with cross-functional teams to optimize staffing and operations. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance with applicable regulations and policies.
• Manage direct reports and subcontractors to ensure cost-effective operations.
• Collaborate with other managers to coordinate activities.
• Develop and implement policies and procedures with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against internal or client indicators.
• Set staff goals and track achievement.
• Perform other duties as assigned.

Skills

Scheduling

Forecasting

Real-time monitoring

Staff management

Data analysis

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. This role leads workforce management operations in a contact center, forecasting and scheduling staffing, and delivering data-driven insights to improve service delivery.

The successful candidate will have strong analytics, experience in workforce planning, and the ability to collaborate with cross-functional teams to optimize staffing and operations. This position is contingent upon contract award.