Workforce Manager: Contact Center Ops Leader

MAXIMUS; Bozeman (MT); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Dental insurance

Vision insurance

Life insurance

401K matching

Unlimited time off

HSA

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team in the United States. The role leads workforce planning, forecasting, and real-time monitoring to optimize staffing and service levels.

A strong analytical mindset and cross-functional collaboration are essential for improving staffing strategies and operational processes. This position is contingent upon contract award.

Qualifications

• Bachelor's degree and 5+ years of relevant experience required.
• 3+ years supervising/managing staff.
• 5+ years in a contact center environment, preferably in a supervisory or managerial role.
• Experience with workforce planning and real-time monitoring.

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, and QA.
• Ensure contract compliance with state and federal regulations and internal policies.
• Manage direct reports and cost-effective operation of project tasks.
• Collaborate with other Managers to coordinate activities.
• Develop and implement policies with key stakeholders.

Skills

Workforce planning

Forecasting

Scheduling

Team leadership

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team in the United States. The role leads workforce planning, forecasting, and real-time monitoring to optimize staffing and service levels.

A strong analytical mindset and cross-functional collaboration are essential for improving staffing strategies and operational processes. This position is contingent upon contract award.