Senior Contact Center Workforce Manager

MAXIMUS; Lubbock (TX); Remote; USD 75,000 - 98,000; Full time

Benefits offered by this job

Competitive bonus

Comprehensive health insurance

401K with company matching

Unlimited time off

Employee wellness programs

Tuition reimbursement

Employee discounts

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce planning and real-time performance in a contact center environment. You will forecast staffing needs, schedule resources, and provide data-driven insights to optimize service delivery.

The role requires strong analytics, collaboration with cross-functional teams, and a track record of improving staffing strategies and operational efficiency. This position is contingent upon contract award and supports our US-based operations.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years supervising staff in a fast-paced environment.
• 5+ years in a contact center, preferably in a supervisory/managerial role.

Responsibilities

• Forecast and schedule staffing resources to meet service level targets.
• Monitor contact center performance in real time and adjust as needed.
• Collaborate with cross-functional teams to improve staffing strategies and processes.
• Develop and implement operational policies in partnership with stakeholders.
• Maintain strong relationships with clients and external entities.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce planning and real-time performance in a contact center environment. You will forecast staffing needs, schedule resources, and provide data-driven insights to optimize service delivery.

The role requires strong analytics, collaboration with cross-functional teams, and a track record of improving staffing strategies and operational efficiency. This position is contingent upon contract award and supports our US-based operations.