Workforce Manager

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 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.
• 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.

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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.

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.