Strategic Workforce Manager – Contact Center Operations

Maximus; Hagåtña (GU); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonuses

Medical, Dental, Vision, Prescription

401K retirement with company match

Unlimited Time Off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. This role leads workforce management, forecasting, and scheduling to ensure efficient service delivery in a contact center environment.

The successful candidate will have strong analytical skills, experience in workforce planning, and a track record of collaborating with cross‑functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, QA oversight, training, and subcontractor management.
• Ensure contract compliance with all applicable regulations and corporate policies.
• Develop and implement operational policies in collaboration with stakeholders.
• Establish relationships with clients and external partners to improve service levels.
• Monitor performance against internal or client KPIs and drive improvements.

Skills

Scheduling

Forecasting

Real-time monitoring

Workforce management

CRM systems

Education

Bachelor's degree

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. This role leads workforce management, forecasting, and scheduling to ensure efficient service delivery in a contact center environment.

The successful candidate will have strong analytical skills, experience in workforce planning, and a track record of collaborating with cross‑functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.