Workforce Manager, Contact Center Operations & Forecasting

Maximus Federal; Kentucky; À distance; USD 85 000 - 110 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Comprehensive benefits

401K plan

Unlimited PTO

Wellness resources

Tuition reimbursement

Professional development

Résumé du poste

Maximus Federal in Kentucky seeks a Workforce Manager to lead workforce planning for our Health Benefits Exchange operations. You will forecast staffing, schedule resources, monitor contact center performance in real time, and deliver data-driven insights to improve service delivery.

The ideal candidate has 5+ years in workforce management, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and operational processes.

Qualifications

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

Responsabilités

• Oversee daily operations for the program, including staffing, performance monitoring and QA oversight.
• Ensure compliance with contract requirements, state and federal regulations, and corporate policies.
• Manage direct reports and cost-effective operation of project tasks.

Connaissances

Forecasting

Staff management

Team motivation

Real-time monitoring

Formation

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Outils

Workforce management tools

CRM systems

Description du poste

Maximus Federal in Kentucky seeks a Workforce Manager to lead workforce planning for our Health Benefits Exchange operations. You will forecast staffing, schedule resources, monitor contact center performance in real time, and deliver data-driven insights to improve service delivery.

The ideal candidate has 5+ years in workforce management, strong analytical skills, and a proven ability to collaborate with cross-functional teams to optimize staffing strategies and operational processes.