Strategic Contact Center Workforce Manager

MAXIMUS; Roanoke (VA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive insurance coverage

401K retirement plan with companyMatch

Unlimited Time Off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce planning and real-time staffing decisions for the Kentucky Health Benefits Exchange Team. The role emphasizes forecasting, scheduling, and performance insights to improve service levels, with collaboration across cross-functional teams.

Ideal candidates will have 5+ years in workforce management within contact centers, strong analytical skills, and a track record of operational improvements. This position is contingent upon contract award.

Qualifications

• Bachelor's degree in Business Administration or a related field.
• Proven experience in scheduling, forecasting, and real-time monitoring.
• Strong ability to manage, mentor, and motivate teams.
• Experience with workforce management tools, CRM systems, and other relevant software.

Responsibilities

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

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

CRM software

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce planning and real-time staffing decisions for the Kentucky Health Benefits Exchange Team. The role emphasizes forecasting, scheduling, and performance insights to improve service levels, with collaboration across cross-functional teams.

Ideal candidates will have 5+ years in workforce management within contact centers, strong analytical skills, and a track record of operational improvements. This position is contingent upon contract award.