Strategic Workforce Manager, Contact Center Operations

MAXIMUS; Portland (OR); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses based on performance

Comprehensive insurance coverage (Med,

401K retirement plan with companyMatch

Unlimited time off

Wellness program

Tuition reimbursement

Employee perks and discounts

Wellness resources

Professional development opportunities

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role will lead workforce management, forecasting, scheduling, and real-time performance monitoring to drive data-driven decisions across the contact center.

Ideal candidates have 5+ years in workforce planning, strong analytics, and a track record of collaborating with cross-functional teams to optimize staffing and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract, state, and federal regulatory compliance.
• Manage direct reports and cost-effective operation of tasks.
• Manage subcontractors and audits of operations.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.
• Improve service levels and operational efficiency.

Skills

Workforce planning

Forecasting

Scheduling

Data analysis

Cross-functional collaboration

CRM systems

Education

Bachelor's degree in a relevant field

5+ years professional experience

Tools

Workforce management software

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role will lead workforce management, forecasting, scheduling, and real-time performance monitoring to drive data-driven decisions across the contact center.

Ideal candidates have 5+ years in workforce planning, strong analytics, and a track record of collaborating with cross-functional teams to optimize staffing and processes.