Strategic Contact Center Workforce Lead

MAXIMUS; Tampa (FL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Medical, Dental, Vision insurance

401K with company matching

Unlimited time off

Employee Wellness program

Tuition reimbursement

Employee discounts

Professional development opportunities

Life and disability insurance

Job summary

Maximus is hiring a Workforce Manager to lead workforce operations for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing, real-time performance monitoring, and delivering data-driven insights to optimize service delivery.

The ideal candidate has extensive experience in workforce planning, strong analytical capabilities, and a proven ability to collaborate with cross-functional teams to enhance staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract compliance and manage audits of operations.
• Lead staffing, quality assurance, training, and subcontractor management.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operating policies in collaboration with stakeholders.
• Establish client and external relationships and improve service levels.

Skills

Workforce planning

Forecasting

Scheduling

Real-time monitoring

Cross-functional collaboration

Analytical skills

Staffing strategies

Education

Bachelor's degree in a relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to lead workforce operations for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing, real-time performance monitoring, and delivering data-driven insights to optimize service delivery.

The ideal candidate has extensive experience in workforce planning, strong analytical capabilities, and a proven ability to collaborate with cross-functional teams to enhance staffing strategies and processes.