Workforce & Forecasting Manager (Contact Center)

MAXIMUS; Wilmington (NC); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Medical Insurance

401K Retirement Savings

Unlimited Time Off

Wellness Program

Tuition Reimbursement

Employee discounts

Professional development

Job summary

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

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to optimize staffing strategies and operational processes.

Qualifications

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

Responsibilities

• Oversee daily operations for a program, including staffing, performance monitoring, and quality assurance.
• Ensure contract compliance with applicable regulations and corporate policies.
• Manage direct reports and cost-effective operation of tasks.
• Collaborate with other Managers for coordination of activities.
• Develop and implement policies and procedures with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against key indicators and drive improvements.

Skills

Workforce planning

Forecasting

Scheduling

Real-time monitoring

Data-driven insights

Cross-functional collaboration

Staff development

Project management

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

CRM systems

Job description

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

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to optimize staffing strategies and operational processes.