Senior Operations & Workforce Leader (Hybrid)

Maximus Federal; Frankfort (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401K plan

Bonuses

Unlimited time off

Tuition reimbursement

Job summary

Maximus is seeking a Sr. Operations Manager to lead the Kentucky Health Benefits Exchange team in a hybrid-remote role based in Frankfort, KY.

You will forecast, schedule, and optimize a dynamic customer-support workforce while driving performance and staff development across cross-functional partners. The role requires 7+ years of relevant experience, strong people leadership, and a background in contact center operations.

Qualifications

• Bachelor's degree required with 7+ years of relevant experience.
• Three or more years of people management experience.
• 5+ years in a contact center environment, preferably supervisory or managerial.

Responsibilities

• Oversee daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement.
• Maintain updated knowledge of performance requirements and company policies; communicate to staff.
• Collaborate with customers to ensure open communication and timely issue resolution.
• Monitor performance goals and prepare related reports; escalate issues to leadership as needed.

Skills

People management

Workforce forecasting

Scheduling

Performance analytics

Cross-functional collaboration

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Sr. Operations Manager to lead the Kentucky Health Benefits Exchange team in a hybrid-remote role based in Frankfort, KY.

You will forecast, schedule, and optimize a dynamic customer-support workforce while driving performance and staff development across cross-functional partners. The role requires 7+ years of relevant experience, strong people leadership, and a background in contact center operations.