Strategic Workforce Manager – Contact Center Ops

Maximus; Augusta (ME); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K plan

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling staffing, monitoring performance in real time, and delivering data-driven insights for decisions.

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and operational

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure compliance with contract, state and federal regulations.
• Manage direct reports and cost-effective project tasks.
• Coordinate with subcontractors and audits of operations.
• Establish relationships with clients and external entities.

Skills

Forecasting

Scheduling

Real-time monitoring

Analytics

Team leadership

Cross-functional

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling staffing, monitoring performance in real time, and delivering data-driven insights for decisions.

The ideal candidate has extensive experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and operational