Workforce Manager: Contact Center Forecasting

Maximus; Boise (ID); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive insurance coverage

401K retirement plan matching

Unlimited time off

Wellness program

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. This role leads workforce management, forecasting and scheduling, and uses data-driven insights to optimize staffing and service delivery.

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

Qualifications

• 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.

Responsibilities

• Oversee daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with requirements.
• Ensure project compliance with contract, state and federal regulations and corporate policies.
• Manage direct reports and cost-efficient operation of all project tasks.
• Oversee subcontractors that provide services to the program.
• Audit operations and ensure corrective actions where needed.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies and procedures with key stakeholders.
• Maintain relationships with clients and external entities.
• Innovate methodologies to improve service levels and operational efficiency.
• Manage QA and training programs and corrective actions to ensure compliance.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues or complex problems.
• Set and monitor staff performance goals.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree

Tools

Workforce management tools

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. This role leads workforce management, forecasting and scheduling, and uses data-driven insights to optimize staffing and service delivery.

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