Remote Workforce Manager: Forecast & Optimize Contact Center

MAXIMUS; Missoula (MT); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K Retirement plan

Unlimited time off

EAP

Tuition reimbursement

Wellness program

Development opportunities

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasts and schedules staffing, and provides data-driven insights to improve service levels.

The successful candidate will have strong analytical skills, experience in workforce planning, and cross-functional collaboration. This position is contingent upon contract award and offers competitive compensation with benefits such as health insurance, 401(k) matching,

Qualifications

• Bachelors degree in a relevant field.
• 5+ years of professional experience in workforce management or similar.
• 3+ years of experience supervising staff.
• 5+ years in a contact center environment, preferably in a supervisory role.

Responsibilities

• Oversee daily operations for a program including staffing, performance monitoring, QA oversight, and training.
• Ensure contract compliance with applicable regulations and corporate policies.
• Manage direct reports and cost-effective operation of tasks.
• Coordinate with subcontractors and audits of operations.
• Develop and implement operational policies with key stakeholders.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Workforce management

Education

Bachelors degree

Tools

CRM systems

Workforce management tools

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasts and schedules staffing, and provides data-driven insights to improve service levels.

The successful candidate will have strong analytical skills, experience in workforce planning, and cross-functional collaboration. This position is contingent upon contract award and offers competitive compensation with benefits such as health insurance, 401(k) matching,