Remote Workforce Manager - Contact Center Operations

MAXIMUS; Cincinnati (OH); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K with company match

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team in a demanding contact center environment. The role focuses on forecasting, scheduling, real-time monitoring, and data-driven decision support to optimize staffing and service levels.

The ideal candidate brings strong workforce planning skills, analytical capability, and a proven ability to partner across functions to improve staffing strategies and processes.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of supervisory or managerial experience.
• 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, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance with requirements.
• Ensure project compliance with contract, state, federal regulations, and corporate policies.
• Manage direct reports and the cost-effective operation of all project tasks; manage subcontractors.
• Collaborate with other Managers to coordinate activities and align objectives.
• Develop and implement operational policies and procedures with stakeholders; establish relationships with clients and external entities.
• Lead development and implementation of innovative methodologies to improve service levels and efficiency; monitor performance against KPIs.
• Develop and monitor staff performance goals and conduct related reviews.

Skills

Forecasting

Scheduling

Real-time monitoring

Leadership

Team management

Education

Bachelor's degree in a relevant field

Tools

Workforce management tools

CRM systems

Data analytics tools

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team in a demanding contact center environment. The role focuses on forecasting, scheduling, real-time monitoring, and data-driven decision support to optimize staffing and service levels.

The ideal candidate brings strong workforce planning skills, analytical capability, and a proven ability to partner across functions to improve staffing strategies and processes.