Remote Workforce Planning Manager

Maximus; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Maximus is seeking an experienced Workforce Planning Manager to lead workforce management in a fast-paced contact center. You will forecast workload, optimize staffing, and drive continuous improvement through data and collaboration, guiding WFM teams to achieve service goals.

This is a full-time salaried role with remote work from Texas, occasional travel may be required, and a Bachelor's degree with 5+ years' experience plus strong Excel and reporting tool skills are required.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• Experience leading others in a professional environment.
• Strong forecasting, analytics, and data-driven decision making.
• Proficient with Excel and data reporting tools.

Responsibilities

• Direct management of WFM/WFO activities and staffs in projects including shared services call center.
• Provide oversight of analyst activities on multiple projects.
• Analyze volume forecasts, productivity targets and staffing to develop optimal schedules.
• Shift optimization and schedule effectiveness.
• Address service level risks related to scheduling and staffing; propose solutions.
• Forecast call volumes and staff needs to meet service goals.
• Ensure use of current standard tools, templates, and processes.
• Provide guidance on issues/solutions in WFM areas for projects and leadership.
• Coach and mentor WFM professionals to improve agent efficiency.
• Contribute to enhancement of WFM best practices and standards.
• Set standards for WFM analyst and manager staffing headcount in projects.
• Collaborate with Capacity Planning/Staffing Optimization and HR on forecasting, capacity planning, recruiting, training, attrition.
• Provide functional support for the WFM platform to call center WFM managers and analysts.
• Perform other duties as assigned.
• Bachelor's degree in relevant field and 5+ years of experience or equivalent combination.

Skills

Workforce planning

Forecasting

Analytics

Data reporting

Leadership

Communication

Education

Bachelor's degree

Tools

Smartsheets

PowerBI

Excel

Job description

Maximus is seeking an experienced Workforce Planning Manager to lead workforce management in a fast-paced contact center. You will forecast workload, optimize staffing, and drive continuous improvement through data and collaboration, guiding WFM teams to achieve service goals.

This is a full-time salaried role with remote work from Texas, occasional travel may be required, and a Bachelor's degree with 5+ years' experience plus strong Excel and reporting tool skills are required.