Workforce Manager

Maximus; Madison (WI); Teletrabalho; USD 70 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive bonuses

Comprehensive insurance coverage

401K retirement plan with companymatch

Unlimited time off

Resumo da oferta

Maximus is hiring a Workforce Manager to lead workforce planning, forecasting, and real-time staffing in a contact center. You will analyze data, optimize schedules, and drive staffing strategies to improve service delivery.

The role requires a strong background in workforce management, analytics, and collaboration with cross-functional teams. This is based in the United States with remote flexibility for qualified candidates.

Qualificações

• Bachelor's degree or higher and 5+ years of relevant experience.
• 3+ years of experience supervising staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory role.

Responsabilidades

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract and regulatory compliance with internal policies.
• Manage direct reports and cost-efficient execution of tasks.
• Supervise subcontractors providing services to the program.
• Audit operations and enforce quality standards.
• Collaborate with other managers to coordinate activities.
• Develop and implement operational policies with key stakeholders.
• Maintain relationships with clients and external entities.
• Identify and implement innovative methods to improve service levels.
• Develop and track staff performance goals and results.
• Perform additional duties as assigned.

Conhecimentos

Scheduling

Forecasting

Real-time monitoring

Leadership

Workforce management tools

CRM systems

Formação académica

Bachelor's degree

Ferramentas

Workforce management tools

CRM systems

Descrição da oferta de emprego

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