Workforce Manager - Contact Center Ops | Data-Driven Leader

MAXIMUS; Minot (ND); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Dental insurance

Vision insurance

Life insurance

401K matching

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to ensure high-quality service delivery.

The successful candidate will have 5+ years in workforce planning and contact center leadership, strong analytical skills, and experience collaborating with cross-functional teams to improve staffing and efficiency.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of experience.
• 3+ years supervising staff.
• 5+ years in a contact center, preferably in a supervisory role.
• Experience in scheduling, forecasting, and real-time monitoring.

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with regulations and policies.
• Manage direct reports and cost-effective task execution.
• Coordinate with subcontractors and conduct audits.
• Develop policies with stakeholders and establish processes.
• Build relationships with clients and external entities.
• Monitor KPIs and drive service level improvements.
• Set staff goals and track achievement.

Skills

Workforce management

Forecasting

Staff scheduling

Data analysis

Team leadership

CRM systems

Communication

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

WFM software

CRM systems

Data visualization tools

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to ensure high-quality service delivery.

The successful candidate will have 5+ years in workforce planning and contact center leadership, strong analytical skills, and experience collaborating with cross-functional teams to improve staffing and efficiency.