Senior Workforce Manager — Contact Center

MAXIMUS; Fort Smith (AR); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance coverage

401(k) retirement savings with company

Unlimited time off

Wellness program

Tuition reimbursement

Employee perks and discounts

Professional development opportunities

Recognition platform

Holistic wellness resources

Job summary

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to optimize service delivery.

The ideal candidate has strong analytical skills, experience in workforce planning, and a track record of cross-functional collaboration to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, quality assurance, training, and subcontractor management.
• Ensure compliance with contract, state/federal regulations, and company policies.
• Develop relationships with clients and external entities to coordinate activities.
• Monitor performance against internal or client KPIs and implement improvements.
• Lead audits and corrective actions to ensure operational compliance and effectiveness.
• Collaborate with other managers to coordinate activities and policy implementation.

Skills

Forecasting

Scheduling

Real-time monitoring

Team mentorship

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to optimize service delivery.

The ideal candidate has strong analytical skills, experience in workforce planning, and a track record of cross-functional collaboration to improve staffing strategies and processes.