Workforce Manager - Contact Center Ops & Analytics

MAXIMUS; Tupelo (MS); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive bonuses

Comprehensive health insurance

401k retirement plan

Unlimited time off

Wellness program

Tuition reimbursement

Professional development

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 monitoring to ensure efficient service delivery.

You will collaborate across functions to improve staffing and operational processes. The ideal candidate has 5+ years in workforce planning, strong analytics, and a proven ability to drive data-driven decisions in a contact center environment.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of supervision or management experience.
• 5+ years in a contact center environment, preferably in a supervisory role.

Responsibilities

• Oversee daily operations for a program, including staffing and performance monitoring.
• Ensure contract compliance and adherence to regulations and policies.
• Manage direct reports and cost-effective operation of tasks.
• Collaborate with other managers for coordinated activities.
• Develop and implement operational policies with key stakeholders.
• Establish relationships with clients and external entities.
• Monitor KPIs and drive continuous improvement in service levels.
• Set staff performance goals and monitor achievement.

Skills

Workforce management

Scheduling

Forecasting

Real-time monitoring

Staff leadership

Education

Bachelor's degree in a relevant field

Tools

CRM systems

Workforce management 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 monitoring to ensure efficient service delivery.

You will collaborate across functions to improve staffing and operational processes. The ideal candidate has 5+ years in workforce planning, strong analytics, and a proven ability to drive data-driven decisions in a contact center environment.