Strategic Workforce Manager, Contact Center Operations

MAXIMUS; Bangor (ME); On-site; USD 80,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive insurance

401K with company match

Unlimited time off

Wellness resources

Recognition platform

Tuition reimbursement

Employee discounts

Wellness program

Professional development

Job summary

Maximus is hiring a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. You will forecast, schedule, and monitor staffing needs, delivering data-driven insights to improve service levels in a fast-paced contact center.

The ideal candidate has 5+ years of workforce management experience, strong analytical skills, and a proven ability to collaborate with cross-functional teams.

Qualifications

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

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with all applicable regulations.
• Manage direct reports and subcontractors to run tasks cost-effectively.
• Collaborate with managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.
• Monitor quality assurance and training programs.
• Set staff goals and track achievement.
• Handle other duties as assigned.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Communication

Education

Bachelor's degree in Business Administration or related field

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. You will forecast, schedule, and monitor staffing needs, delivering data-driven insights to improve service levels in a fast-paced contact center.

The ideal candidate has 5+ years of workforce management experience, strong analytical skills, and a proven ability to collaborate with cross-functional teams.