Strategic Workforce Manager - Real-Time Forecasting & Ops

MAXIMUS; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance coverage

401K with company match

Unlimited time off

Employee wellness program

Tuition reimbursement

Professional development opportunities

Employee discounts

Wellness resources

Job summary

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

The successful candidate will have 5+ years in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and

Qualifications

• Bachelor's degree in relevant field and 5+ years of professional experience.
• 3+ years supervising staff.
• 5+ years experience in a contact center environment, preferably in supervision/management.

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract compliance with state, federal regulations and policies.
• Manage direct reports and cost-effective operation of tasks.
• Supervise subcontractors providing services to the program.
• Manage audits of operations.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies in collaboration with stakeholders.
• Establish relationships with clients and external entities.
• Oversee QA and training programs and corrective actions.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues or complex problems.
• Set staff performance goals and monitor achievement.

Skills

Scheduling

Forecasting

Real-time monitoring

Team mentorship

Motivate teams

CRM systems experience

Education

Bachelor's degree in Business Administration or related field

Job description

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

The successful candidate will have 5+ years in workforce planning, strong analytical skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and