Strategic Workforce Manager - Contact Center Operations

MAXIMUS

Albuquerque (NM)

On-site

USD 70,000 - 100,000

Full time

3 days ago

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Benefits offered by this job

Annual bonuses based on performance

Comprehensive Insurance Coverage

401K Retirement Savings plan with 401K

Unlimited Time Off (UTO)

Wellness Program and EAP

Tuition Reimbursement

Employee Perks and Discounts

Professional Development Opportunities

Recognition Platform

Job summary

Maximus is seeking a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time monitoring, and delivering data-driven insights to optimize staffing and service delivery.

The ideal candidate brings 5+ years in workforce planning, strong analytics, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and operations. This position is contingent upon contract award.

Qualifications

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

Responsibilities

Oversee daily operations for the program, including staffing and performance monitoring.
Ensure contract and regulatory compliance across project tasks and audits.
Manage subcontractors and coordinate with other managers for coordinated activities.
Develop and implement operational policies in collaboration with stakeholders.
Establish relationships with clients and external entities to ensure service quality.
Monitor KPIs and drive improvements in service levels and efficiency.