Strategic Contact Center Workforce Manager

Maximus; Columbus (OH); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance coverage

401K retirement plan with company 401K

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus seeks a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. The role forecasts and schedules staffing, monitors contact center performance in real time, and provides data-driven insights to support operational decisions.

Ideal candidates have experience in workforce planning, strong analytics, and collaboration across teams to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing, performance monitoring, quality assurance, training, and compliance.
• Ensure project compliance with contract, state and federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Supervise subcontractors providing services to the program.
• Monitor performance against internal or client KPIs.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Maintain relationships with clients and external entities.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus seeks a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. The role forecasts and schedules staffing, monitors contact center performance in real time, and provides data-driven insights to support operational decisions.

Ideal candidates have experience in workforce planning, strong analytics, and collaboration across teams to improve staffing strategies and processes.