Strategic Contact Center Workforce Lead

MAXIMUS; Sioux City (IA); Remote; USD 85,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K plan

Unlimited time off

EAP program

Tuition reimbursement

Wellness program

Professional development

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling resources, monitoring real-time performance, and delivering data-driven insights for operational decisions.

Requirements include 5+ years in workforce planning and a background in contact centers, plus 3+ years of supervisory experience.

Qualifications

• Bachelor's degree in relevant field and 5+ years of related experience.
• 3+ years supervising staff.
• 5+ years of experience in a contact center environment.
• Experience in workforce planning, scheduling, and real-time monitoring.

Responsibilities

• Oversee daily operations for a program, including staffing, monitoring, QA oversight, training, and subcontractor management.
• Ensure contract compliance with all applicable regulations and corporate policies.
• Lead direct reports and manage cost-effective operation of project tasks.
• Collaborate with other managers to coordinate activities and develop policies.
• Monitor performance against internal and client KPIs and drive improvements.

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling resources, monitoring real-time performance, and delivering data-driven insights for operational decisions.

Requirements include 5+ years in workforce planning and a background in contact centers, plus 3+ years of supervisory experience.