Strategic Workforce Manager - Contact Center

MAXIMUS; Bennington (VT); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive health insurance

401(k) retirement plan

Unlimited paid time off

Employee wellness programs

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, and real-time performance monitoring to optimize staffing and service delivery in a contact center environment.

The ideal candidate will have 5+ years in workforce planning, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes.

Qualifications

• Bachelor's degree in relevant field and 5+ years of professional experience.
• 3+ years of supervisory experience.
• 5+ years of experience in a contact center environment, preferably in a supervisory/managerial role.
• Experience with workforce management tools and data-driven scheduling.

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Forecast, schedule, and optimize staffing resources in real time.
• Monitor performance against key indicators and drive improvements in service levels.
• Collaborate with cross-functional teams to enhance staffing strategies and processes.
• Develop and implement operational policies with stakeholders.

Skills

Forecasting

Scheduling

Team leadership

Data analysis

Contact center

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Workforce management tools

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, and real-time performance monitoring to optimize staffing and service delivery in a contact center environment.

The ideal candidate will have 5+ years in workforce planning, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes.