Workforce Manager: Contact Center Operations & Analytics

MAXIMUS; Fargo (ND); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Annual bonuses

Insurance coverage (medical, dental, V

Job summary

MAXIMUS is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, scheduling, and real-time performance monitoring, delivering data-driven insights to optimize staffing and service levels.

The ideal candidate has strong workforce planning experience, analytics skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and operations.

Qualifications

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

Responsibilities

• Oversee daily operations for a program including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure project compliance with contract requirements, state and federal regulations, and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other Managers to coordinate activities.
• Develop and implement operational policies and procedures with key stakeholders.
• Establish and maintain relationships with clients and external entities.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues and set staff performance goals.

Skills

Forecasting

Scheduling

Real-time monitoring

Data analysis

Team collaboration

Education

Bachelor's degree in a relevant field

Tools

CRM systems

WFM tools

Job description

MAXIMUS is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management, forecasting, scheduling, and real-time performance monitoring, delivering data-driven insights to optimize staffing and service levels.

The ideal candidate has strong workforce planning experience, analytics skills, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and operations.