Workforce Manager - Contact Center Forecasting & Planning

MAXIMUS; Lebanon (NH); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K retirement savings with company 匹

Unlimited time off

Wellness resources

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. This role leads workforce management operations, forecasting, scheduling, real-time monitoring, and data-driven insights for optimal service delivery.

Ideal candidate brings 5+ years in workforce planning, strong analytics, and collaboration across functions to enhance staffing strategies and processes. This position is contingent upon contract award and offers competitive benefits.

Qualifications

• Bachelor's degree in relevant field and 5+ years of relevant professional experience.
• 3+ years of supervising/managing staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.
• Experience with workforce management tools and real-time monitoring.

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, QA, training, and compliance.
• Ensure contract and regulatory compliance with applicable requirements.
• Manage direct reports and the cost-effective operation of all project tasks.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies and procedures with stakeholders.
• Establish and maintain effective relationships with clients and external entities.
• Oversee development and implementation of innovative methodologies to improve service levels.
• Monitor performance against key indicators and develop staff goals.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Mentoring

Education

Bachelor's degree in Business Administration

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. This role leads workforce management operations, forecasting, scheduling, real-time monitoring, and data-driven insights for optimal service delivery.

Ideal candidate brings 5+ years in workforce planning, strong analytics, and collaboration across functions to enhance staffing strategies and processes. This position is contingent upon contract award and offers competitive benefits.