Strategic Workforce Manager - Contact Center Ops

MAXIMUS; Pittsburgh (Allegheny County); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401K with company match

Unlimited paid time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development opportunities

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasts and schedules staffing, monitors performance in real time, and provides data-driven insights to guide operational decisions.

This position requires experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and processes.

Qualifications

• Bachelor's degree in relevant field and 5+ years of professional experience.
• 3+ years of supervising/managing staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.
• Proven scheduling, forecasting, and real-time monitoring experience.

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance with applicable requirements and policies.
• Manage direct reports and cost-efficient operation of tasks.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.

Skills

Forecasting

Staffing management

Analytical skills

Cross-functional collaboration

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 support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasts and schedules staffing, monitors performance in real time, and provides data-driven insights to guide operational decisions.

This position requires experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and processes.