Senior Workforce Manager - Contact Center

MAXIMUS; Shreveport (LA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

Medical insurance

Dental insurance

Vision insurance

Prescription coverage

Life insurance

Pet insurance discounts

401K with company match

Unlimited time off

Employee wellness program

Tuition reimbursement

Employee discounts

Job summary

MAXIMUS is hiring a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time performance tracking, and data-driven decision support to optimize staffing and service delivery.

The ideal candidate has extensive workforce planning experience, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure compliance with contract, state, federal regulations, and policies.
• Lead direct reports and manage cost-effective project tasks.
• Manage subcontractors and audits of operations.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.
• Improve service levels and operational efficiency.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is hiring a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time performance tracking, and data-driven decision support to optimize staffing and service delivery.

The ideal candidate has extensive workforce planning experience, strong analytical skills, and a proven ability to collaborate across functions to improve staffing strategies and processes.