Strategic Workforce Manager – Contact Center Ops

MAXIMUS; Charleston (SC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive insurance coverage

401K retirement plan with companymatch

Unlimited time off

Wellness program

Tuition reimbursement

Professional development

Employee perks and discounts

Job summary

Maximus is seeking a Workforce Manager to lead workforce planning, forecasting, scheduling, and real-time monitoring for our Kentucky Health Benefits Exchange Team. This role emphasizes data-driven decision making and strong cross-functional collaboration to optimize staffing and service levels.

The ideal candidate brings 5+ years in workforce management within a contact center, excellent analytical skills, and experience guiding teams and improving staffing processes.

Qualifications

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

Responsibilities

• Oversees daily operations for a program, including staffing, performance monitoring, quality assurance, training, subcontractor management, auditing and compliance.
• Ensure project compliance with contract, state and federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other Managers to coordinate activities and implement policies.
• Develop and implement operational policies with key stakeholders.

Skills

Workforce planning

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce planning, forecasting, scheduling, and real-time monitoring for our Kentucky Health Benefits Exchange Team. This role emphasizes data-driven decision making and strong cross-functional collaboration to optimize staffing and service levels.

The ideal candidate brings 5+ years in workforce management within a contact center, excellent analytical skills, and experience guiding teams and improving staffing processes.