Strategic Contact Center Workforce Manager

Maximus; Dover (DE); À distance; USD 70 000 - 80 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Medical insurance

Dental insurance

Vision insurance

401K plan

Résumé du poste

Maximus is seeking a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. This role will forecast and schedule staffing, monitor contact center performance in real time, and provide data-driven insights to optimize operations.

The ideal candidate will have a Bachelor’s degree and 5+ years in workforce management, with 3+ years supervising staff. Remote/home office with US-wide eligibility and competitive benefits.

Qualifications

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

Responsabilités

• Oversee daily operations for a program, including staffing, performance monitoring, QA, training, subcontractor management, auditing and compliance with internal and external requirements.
• Ensure project compliance with contract, state and federal regulations as well as corporate policies.
• Manage direct reports and cost‑effective operation of all project tasks.
• Manage subcontractors that provide services to program.
• Manage audits of operations.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures with key stakeholders.
• Establish and maintain relationships with clients and external entities.
• Oversee development and implementation of methodologies to improve service levels and efficiency.
• Manage QA and training programs and corrective actions to ensure compliance.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues or complex problems.
• Set performance goals for staff and monitor achievement.
• Perform other duties as assigned.

Connaissances

Forecasting

Scheduling

Real-time monitoring

Team management

Performance metrics

Formation

Bachelor's degree in Business Administration or related field

Outils

WFM tools

CRM systems

Description du poste

Maximus is seeking a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. This role will forecast and schedule staffing, monitor contact center performance in real time, and provide data-driven insights to optimize operations.

The ideal candidate will have a Bachelor’s degree and 5+ years in workforce management, with 3+ years supervising staff. Remote/home office with US-wide eligibility and competitive benefits.