Strategic Workforce Manager — Contact Center Ops

MAXIMUS; Sacramento (CA); Remote; USD 90,000 - 125,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Life insurance

401K match

Unlimited PTO

Wellness program

Tuition reimbursement

Professional development

Employee discounts

Recognition program

Job summary

Maximus is hiring 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, and providing data-driven insights for operational decisions.

The ideal candidate has 5+ years in workforce planning and strong analytical skills, with experience collaborating across teams to improve staffing strategies and processes. This position is contingent on contract award.

Qualifications

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

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure contract compliance with state/federal regulations and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Oversee subcontractors providing services to the program and manage audits.
• Collaborate with other Managers to coordinate activities and develop policies.
• Establish relationships with clients and external entities; monitor KPIs and drive improvements.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

CRM systems

WFM tools

Education

Bachelor's degree (relevant field)

Bachelor's in Business Administration

Tools

WFM tools

CRM systems

Job description

Maximus is hiring 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, and providing data-driven insights for operational decisions.

The ideal candidate has 5+ years in workforce planning and strong analytical skills, with experience collaborating across teams to improve staffing strategies and processes. This position is contingent on contract award.