Workforce Manager - Contact Center Scheduling & Analytics

MAXIMUS; Mobile (AL); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive bonuses

Comprehensive Insurance Coverage

401K with company match

Unlimited Time Off

Wellness resources

Tuition reimbursement

Employee discounts

Wellness program

Job summary

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. In a contact center, you will lead workforce planning, forecasting, scheduling, and real-time performance monitoring to ensure efficient service delivery.

The role requires strong analytical skills, experience with workforce management tools and CRM systems, and the ability to collaborate with cross-functional teams to improve staffing strategies.

Qualifications

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

Responsibilities

• Oversee daily operations for a program including staffing, performance monitoring, and training.
• Ensure compliance with contract requirements and regulations.
• Manage direct reports and cost-effective operation of tasks.
• Collaborate with other managers to coordinate activities.
• Develop and implement policies and procedures with stakeholders.
• Establish relationships with clients and external entities.
• Monitor performance against internal or client KPIs and drive improvements.
• Develop performance goals for staff and monitor achievement.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support the Kentucky Health Benefits Exchange Team. In a contact center, you will lead workforce planning, forecasting, scheduling, and real-time performance monitoring to ensure efficient service delivery.

The role requires strong analytical skills, experience with workforce management tools and CRM systems, and the ability to collaborate with cross-functional teams to improve staffing strategies.