Strategic Workforce Manager – Forecasting & Real-Time Ops

MAXIMUS; Jacksonville (FL); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Coverage

Life Insurance

Insurance Discounts

401K with Company Matching

Unlimited Time Off

EAP

Tuition Reimbursement

Wellness Programs

Professional Development

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, scheduling, and real-time monitoring to drive data-driven decisions.

A strong background in workforce planning and cross-functional collaboration is essential. Responsibilities include ensuring contract compliance, managing staff and subcontractors, and developing operational policies with stakeholders.

Qualifications

• Bachelor's degree in relevant field and 5+ years of experience or equivalent education/experience.
• 3+ years supervising staff.
• 5+ years in a contact center, preferably in a supervisory/manager role.

Responsibilities

• Oversee daily operations including staffing, performance monitoring, QA oversight, training, subcontractor management, and compliance.
• Ensure contract and regulatory compliance with state/federal requirements and policies.
• Manage direct reports and cost-effective operation of project tasks.
• Oversee subcontractors and audits of operations.
• Collaborate with other managers to coordinate activities and develop policies.
• Monitor KPIs and drive improvements in service levels and efficiency.

Skills

Forecasting

Scheduling

Real-time monitoring

Team mentoring

WFM tools

Education

Bachelor's degree in a relevant field

Bachelor's degree in Business Administration

Tools

WFM software

CRM systems

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, scheduling, and real-time monitoring to drive data-driven decisions.

A strong background in workforce planning and cross-functional collaboration is essential. Responsibilities include ensuring contract compliance, managing staff and subcontractors, and developing operational policies with stakeholders.