Workforce Manager: Contact Center Forecasting & Scheduling

MAXIMUS; Grand Rapids (MI); Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive bonus

Health insurance

401K with match

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling staffing, and providing data-driven insights to optimize performance.

The ideal candidate has extensive workforce planning experience, strong analytics, and a demonstrated ability to collaborate across teams to enhance staffing strategies and processes. This position is contingent upon contract award.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years of relevant professional experience.
• 3+ years supervising/managing staff.
• 5+ years experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily operations for a program including staffing and performance monitoring.
• Ensure contract compliance with applicable regulations and policies.
• Manage direct reports and cost-effective operation of tasks.
• Oversee subcontractors providing services to the program.
• Audit operations and ensure quality standards.
• Collaborate with other Managers for coordination.
• Develop and implement operational policies with stakeholders.
• Maintain relationships with clients and external entities.
• Improve service levels and efficiency through new methodologies.
• Monitor performance against internal and client KPIs.
• Develop staff performance goals and monitor achievement.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

CRM systems

Workforce tools

Education

Bachelor's degree

Tools

Workforce management tools

Job description

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations in a contact center, forecasting and scheduling staffing, and providing data-driven insights to optimize performance.

The ideal candidate has extensive workforce planning experience, strong analytics, and a demonstrated ability to collaborate across teams to enhance staffing strategies and processes. This position is contingent upon contract award.