Strategic Contact Center Workforce Manager

MAXIMUS; Dover (DE); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K Retirement Savings with company匹配

Unlimited time off

Tuition reimbursement

Wellness program

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and providing data-driven insights to support operational decisions.

The candidate should have experience in workforce planning and collaboration with cross-functional teams to improve staffing strategies and processes. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily operations for a program including staffing, performance monitoring, and QA oversight.
• Ensure contract compliance with state/federal regulations and corporate policies.
• Manage direct reports and cost-efficient operation of tasks.
• Coordinate with subcontractors and audits of operations.
• Develop and implement policies with stakeholders; establish client relationships.
• Monitor KPIs and develop staff performance goals; address issues as they arise.

Skills

Staff leadership

Forecasting

Scheduling

Real-time monitoring

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

5+ years of professional experience

Tools

CRM systems

Forecasting software

Workforce management tools

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and providing data-driven insights to support operational decisions.

The candidate should have experience in workforce planning and collaboration with cross-functional teams to improve staffing strategies and processes. This position is contingent upon contract award.