Workforce Manager

Maximus; Lansing (MI); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Annual bonuses based on performance

Comprehensive Insurance Coverage

401K retirement savings with company匹配

Unlimited Time Off

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to lead workforce planning in a contact center. You will forecast, schedule, monitor real-time performance, and provide data-driven insights to optimize staffing and service delivery.

The role requires collaboration with cross-functional teams, a track record in workforce management, and the ability to improve staffing strategies and processes. This is a full-time position with competitive compensation and benefits.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience required.
• 5+ years of professional experience in workforce management or related area.
• 3+ years of experience supervising or managing staff.
• 5+ years in a contact center environment, preferably in a supervisory role.
• Experience with scheduling, forecasting, and real-time monitoring.

Responsibilities

• Oversee daily operations for the program, including staffing and performance monitoring.
• Ensure contract compliance with state and federal regulations and internal policies.
• Manage direct reports and cost-effective operation of tasks.
• Oversee subcontractors and audits of operations.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with stakeholders.
• Maintain relationships with clients and external entities.
• Develop methodologies to improve service levels and efficiency.
• Manage QA and training programs and corrective actions.
• Monitor performance against key indicators and client metrics.
• Develop solutions to issues and set staff performance goals.

Skills

Forecasting and scheduling

Real-time monitoring

Team leadership

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Scheduling software

Job description

Maximus is currently hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team.

The Workforce Manager in a contact center will lead workforce management operations and ensure efficient, effective service delivery. This role is responsible for forecasting and scheduling staffing resources, monitoring contact center performance in real time, and providing data-driven insights to support operational decision-making.

The successful candidate will have experience in workforce planning, strong analytical skills, and a proven ability to collaborate with cross‑functional teams to improve staffing strategies and operational processes.

This job is contingent upon contract award.

Why Maximus?

• Competitive Compensation - Annual bonuses based on performance included!

• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave,

• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• Tuition Reimbursement - Invest in your ongoing education and development.

• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

• Generally, oversees aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.

• Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies.

• Manage direct reports and the cost‑effective operation of all project tasks.

• Manage subcontractors that provide services to program.

• Manage audits of operations.

• Collaborate with other Managers to ensure effective coordination of activities.

• Develop and implement operational policies and procedures in collaboration with other key stakeholders.

• Establish and maintain effective relationships with clients and other external entities.

• Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.

• Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.

• Monitor performance against key indicators established internally or by the clients.

• Develop solutions to issues or complex problems.

• Develop performance goals and objectives for staff, and monitor achievement of those goals.

• Perform other duties as may be assigned.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

• 3+ years of previous experience supervising/managing staff required.

'- 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Preferred Skills and Qualifications

• Bachelor's degree in Business Administration or a related field.

• Proven experience in scheduling, forecasting, and real‑time monitoring.

• Strong ability to manage, mentor, and motivate teams.

• Experience with workforce management tools, CRM systems, and other relevant software.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).

• Connectivity to the internet via either Wi‑Fi or Category 5 or 6 ethernet patch cable to the home router.

• Must currently and permanently reside in the Continental US.

#KYSPEC

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$70,000

Maximum Salary

$80,000