Workforce Manager, Contact Center — Forecasting & Real-Time

MAXIMUS; Duluth (MN); Remote; USD 85,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K matching

Unlimited time off

EAP

Tuition reimbursement

Wellness program

Professional development

Employee discounts

Job summary

Maximus is seeking a Workforce Manager to lead workforce management for our contact center. You will forecast, schedule, monitor real-time performance, and provide data-driven insights to improve staffing and operations.

The ideal candidate has 5+ years in workforce planning, strong analytics, and collaboration across teams. This role is contingent on contract award and requires residence in the continental US.

Qualifications

• Bachelor's degree in a relevant field with 5+ years of professional experience.
• 3+ years of supervising or managing staff is required.
• 5+ years of experience in a contact center environment, ideally in a supervisory role.

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with state/federal regulations and policies.
• Manage direct reports and cost-efficient execution of tasks.
• Coordinate with subcontractors and audits of operations.
• Collaborate with other managers to align activities and policies.
• Develop and implement policies with key stakeholders; manage client relationships.
• Drive innovative methods to improve service levels and efficiency.
• Monitor QA and training programs and address corrective actions.
• Track KPIs and develop staff performance goals.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Education

Bachelor's degree

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce management for our contact center. You will forecast, schedule, monitor real-time performance, and provide data-driven insights to improve staffing and operations.

The ideal candidate has 5+ years in workforce planning, strong analytics, and collaboration across teams. This role is contingent on contract award and requires residence in the continental US.