Workforce Manager — Contact Center Forecasting Lead

MAXIMUS; Tulsa (OK); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive health plans

401(k) retirement plan

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. The role leads workforce management, forecasting, scheduling, and real-time monitoring to optimize service delivery.

Strong analytical skills and cross-functional collaboration are essential to improve staffing strategies and operational processes. This position is contingent upon contract award and requires 5+ years in workforce planning within a contact center, plus leadership experience.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of experience supervising 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 oversight.
• Ensure project compliance with contract requirements, state and federal regulations, and corporate policies.
• Direct reports and cost-effective operation of all project tasks; manage subcontractors.
• Monitor audits and collaborate with other managers to coordinate activities.
• Develop and implement operational policies and procedures with key stakeholders.

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, scheduling, and real-time monitoring to optimize service delivery.

Strong analytical skills and cross-functional collaboration are essential to improve staffing strategies and operational processes. This position is contingent upon contract award and requires 5+ years in workforce planning within a contact center, plus leadership experience.