Workforce Manager - Contact Center Analytics

MAXIMUS; Davenport (IA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K retirement plan

Unlimited time off

Wellness program

Tuition reimbursement

Professional development

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time performance tracking, and data-driven decision support to optimize staffing and service levels.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and experience collaborating across cross-functional teams. This position requires a Bachelor's degree and is contingent on contract award.

Qualifications

• Bachelor's degree in a relevant field is required.
• Minimum 5+ years in workforce planning or equivalent.
• 3+ years supervising staff in a contact center or similar environment.

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Forecast and schedule staffing to meet service level targets.
• Collaborate with managers to optimize staffing strategies and processes.
• Ensure compliance with contract requirements and regulations.
• Lead audits and continuous improvement efforts.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce planning for our Kentucky Health Benefits Exchange Team. The role focuses on forecasting, scheduling, real-time performance tracking, and data-driven decision support to optimize staffing and service levels.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and experience collaborating across cross-functional teams. This position requires a Bachelor's degree and is contingent on contract award.