Remote Workforce Planning Manager - Call Center

Maximus; San Antonio (TX); On-site; USD 58,000 - 90,000; Full time

Job summary

Maximus is seeking an experienced Workforce Planning Manager to lead workforce management operations in a fast-paced call center environment. The role focuses on forecasting workload, optimizing staffing, and driving continuous improvement through data and collaboration.

The ideal candidate will have strong analytical skills, experience with WFM systems, and a track record of leading high-performing teams to achieve service delivery goals.

Qualifications

• Bachelor's degree in relevant field and 5+ years of experience.
• Experience leading workforce management teams.
• Strong forecasting, scheduling, and capacity planning skills.

Responsibilities

• Direct management of WFM/WFO activities across projects and shared services call center.
• Provide oversight of analysts on multiple projects.
• Forecast call volumes and staffing needs to meet service goals.
• Optimize shifts and scheduling to maximize efficiency.
• Guide WFM best practices and mentor team members.

Skills

Forecasting

Staffing optimization

Analytical reporting

WFM leadership

Data-driven decision making

Education

Bachelor's degree

Tools

Smartsheets

Genesys

PowerBI

Job description

Maximus is seeking an experienced Workforce Planning Manager to lead workforce management operations in a fast-paced call center environment. The role focuses on forecasting workload, optimizing staffing, and driving continuous improvement through data and collaboration.

The ideal candidate will have strong analytical skills, experience with WFM systems, and a track record of leading high-performing teams to achieve service delivery goals.