Workforce Manager, Contact Center Forecasting & Staffing

MAXIMUS; Oklahoma City (OK); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive health insurance

401K with company match

Unlimited paid time off

Wellness programs

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, forecasting, and scheduling, with a focus on data-driven insights to improve staffing and service delivery.

The ideal candidate will have extensive experience in workforce planning, strong analytical skills, and the ability to collaborate across functions to optimize operations. The position is contingent upon contract award and requires residence in the United States.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of relevant professional experience, or equivalent combination of education and experience.
• 3+ years of previous experience supervising/managing staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.
• Experience in workforce planning and scheduling.

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, quality assurance, training, and contractor management.
• Ensure contract compliance with applicable requirements and regulations.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other Managers to coordinate activities and resources.
• Develop and implement operational policies and procedures with stakeholders.
• Maintain relationships with clients and external entities to support service levels.
• Lead initiatives to improve operational efficiency and service delivery.
• Monitor performance against key indicators and develop solutions to issues.

Skills

Forecasting & scheduling

Real-time monitoring

Analytical skills

Team collaboration

Education

Bachelor's degree in a relevant field

3+ years supervising staff

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, and scheduling, with a focus on data-driven insights to improve staffing and service delivery.

The ideal candidate will have extensive experience in workforce planning, strong analytical skills, and the ability to collaborate across functions to optimize operations. The position is contingent upon contract award and requires residence in the United States.