Workforce Manager - Contact Center Operations

MAXIMUS; Minneapolis (MN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus based on performance

401K retirement savings with company匹配

Medical, dental, vision insurance

Job summary

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for the Kentucky Health Benefits Exchange Team. The role requires forecasting staffing needs, real-time performance monitoring, and delivering data-driven insights to support operational decisions.

Qualified candidates will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes.

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 5+ years of relevant professional experience in workforce management.
• 3+ years supervising/managing 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, quality assurance, training, and subcontractor management.
• Ensure contract compliance with applicable regulations and corporate policies.
• Manage direct reports and cost-effective operation of all tasks.
• Collaborate with other Managers to coordinate activities and develop operational policies.
• Establish and maintain relationships with clients and external entities.
• Develop and implement innovative methodologies to improve service levels and efficiency.
• Monitor performance against internal or client KPIs.

Skills

Workforce forecasting

Staffing scheduling

Real-time monitoring

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for the Kentucky Health Benefits Exchange Team. The role requires forecasting staffing needs, real-time performance monitoring, and delivering data-driven insights to support operational decisions.

Qualified candidates will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes.