Workforce Manager, Contact Center Analytics & Forecasting

Maximus; Carson City (NV); A distancia; USD 70.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Annual bonuses

Comprehensive Insurance Coverage

401K Retirement Savings plan with 401K

Unlimited Time Off

Wellness Program

Tuition Reimbursement

Employee discounts

Professional development opportunities

Recognition platform

Descripción de la vacante

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, scheduling, real-time monitoring, and data-driven insights to improve staffing and service delivery.

The ideal candidate has 5+ years in workforce planning, strong analytics, and experience collaborating across teams to enhance operational processes. This is a remote position contingent on contract award.

Formación

• Bachelor's degree and 5+ years of relevant experience required or equivalent.
• 3+ years of supervision/management experience required.
• 5+ years in a contact center environment preferred.

Responsabilidades

• Oversee daily program operations including staffing, performance monitoring and QA.
• Ensure contract compliance with state and federal regulations and policies.
• Direct reports and cost-effective operation of tasks.
• Manage subcontractors and audits of operations.
• Collaborate with other managers to coordinate activities.
• Develop and implement policies with stakeholders.
• Maintain relationships with clients and external entities.
• Improve service levels and operational efficiency with innovative methods.
• Monitor KPIs and develop solutions to issues.
• Set staff performance goals and track achievement.

Conocimientos

Forecasting

Scheduling

Real-time monitoring

Team leadership

Educación

Bachelor's degree (relevant field)

Bachelor's degree in Business Administration

Herramientas

Workforce management tools

CRM systems

Descripción del empleo

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, scheduling, real-time monitoring, and data-driven insights to improve staffing and service delivery.

The ideal candidate has 5+ years in workforce planning, strong analytics, and experience collaborating across teams to enhance operational processes. This is a remote position contingent on contract award.