Strategic Contact Center Workforce Manager

MAXIMUS; Bowling Green (KY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Insurance coverage

401K plan

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Recognition platform

Job summary

MAXIMUS is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasts and schedules staffing, monitors real-time performance, and provides data-driven insights for operational decisions.

The ideal candidate has strong analytical skills, a background in workforce planning, and a track record of collaborating with cross-functional teams to improve staffing strategies and processes. This is contingent on contract award.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 5+ years of experience in a contact center environment.
• 3+ years of experience supervising staff.

Responsibilities

• Oversee daily operations of the program, including staffing and performance monitoring.
• Ensure contract compliance with state/federal regulations and policies.
• Manage direct reports, subcontractors, audits, and operational costs.

Skills

Forecasting & Scheduling

Real-time monitoring

Team leadership

Workforce management tools

CRM systems

Analytical skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Data analytics tools

Job description

MAXIMUS is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasts and schedules staffing, monitors real-time performance, and provides data-driven insights for operational decisions.

The ideal candidate has strong analytical skills, a background in workforce planning, and a track record of collaborating with cross-functional teams to improve staffing strategies and processes. This is contingent on contract award.