Strategic Contact Center Workforce Manager

Maximus; Juneau (AK); Remote; USD 70.000 - 80.000; Vollzeit

Benefits dieser Stelle

Competitive bonuses

Comprehensive medical/dental/vision

401(k) with company matching

Unlimited PTO

Wellness programs

Tuition reimbursement

Employee discounts

Professional development

Zusammenfassung

Maximus is seeking a Workforce Manager to lead forecasting, scheduling, and real-time monitoring for our Kentucky Health Benefits Exchange Team from a home office in the Continental US. The role drives staffing strategies and operational decisions with cross‑functional collaboration.

Required are 5+ years in workforce planning, strong analytics, and prior contact center leadership. A Bachelor's degree and a track record in process improvement are expected.

Qualifikationen

• Bachelor's degree in a relevant field and 5+ years of relevant professional experience required, or an 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.

Aufgaben

• Oversee daily operations for a program, including staffing, performance monitoring, QA oversight, training, and subcontractor management.
• Ensure contract compliance with state/federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of project tasks.
• Manage subcontractors providing services to the program.
• Conduct audits of operations and collaborate with other managers for coordinated activities.
• Develop and implement operational policies with stakeholders and establish client relationships.
• Oversee development and implementation of innovative methodologies to improve service levels.
• Manage QA and training programs and corrective actions to ensure compliance.
• Monitor performance against key indicators and develop solutions to complex problems.
• Set and track performance goals for staff and monitor achievement.
• Perform other duties as assigned.

Kenntnisse

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Ausbildung

Bachelor's degree

Tools

Workforce management tools

CRM systems

Jobbeschreibung

Maximus is seeking a Workforce Manager to lead forecasting, scheduling, and real-time monitoring for our Kentucky Health Benefits Exchange Team from a home office in the Continental US. The role drives staffing strategies and operational decisions with cross‑functional collaboration.

Required are 5+ years in workforce planning, strong analytics, and prior contact center leadership. A Bachelor's degree and a track record in process improvement are expected.