Remote Workforce Manager: Forecasting & Real-Time Ops

MAXIMUS; Colorado Springs (CO); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K Retirement Savings

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Wellness resources

Recognition platform

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce planning for our contact center operations. The role focuses on forecasting, scheduling, performance monitoring, and data-driven decision support to optimize staffing and service levels.

Ideal candidates will have 5+ years in workforce management within a contact center, strong analytical skills, and the ability to collaborate across teams to enhance staffing strategies.

Qualifications

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

Responsibilities

• Oversee daily operations for a program including staffing, performance monitoring, quality assurance, training, and auditing compliance.
• Ensure contract compliance with state and federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Supervise subcontractors providing services to the program.
• Audit operations and internal processes for efficiency and quality.
• Collaborate with other Managers to coordinate activities and share best practices.
• Develop and implement operational policies and procedures with stakeholders.
• Build and maintain relationships with clients and external entities.
• Lead development and implementation of innovative methods to improve service levels and efficiency.
• Oversee quality assurance and training programs and corrective actions to ensure compliance.
• Monitor performance against key indicators established by clients and internal teams.
• Develop solutions to issues or complex problems and set performance goals for staff.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Workforce management tools

Education

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce planning for our contact center operations. The role focuses on forecasting, scheduling, performance monitoring, and data-driven decision support to optimize staffing and service levels.

Ideal candidates will have 5+ years in workforce management within a contact center, strong analytical skills, and the ability to collaborate across teams to enhance staffing strategies.