Workforce Manager: Forecast & Optimize Contact Center

MAXIMUS; Baltimore (MD); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Health Insurance

401(k) matching

Unlimited time off

EAP and wellness

Tuition reimbursement

Employee discounts

Job summary

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for the Kentucky Health Benefits Exchange Team. You will forecast staffing, monitor real-time performance, and provide data-driven insights to improve operations.

This role requires 5+ years in relevant roles, 3+ years supervising staff, and 5+ years in a contact center. Includes comprehensive benefits and opportunities for professional development.

Qualifications

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

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with regulations and corporate policies.
• Manage direct reports and cost-effective execution of tasks.
• Coordinate with subcontractors and manage audits of operations.
• Develop and implement operational policies with key stakeholders.
• Monitor KPIs and drive improvements in service levels.

Skills

Workforce management

Forecasting

Scheduling

Real-time monitoring

Data analysis

Cross-functional collaboration

Staff development

Education

Bachelor's degree in Business Administration or related field

Tools

Workforce management software

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce planning and scheduling for the Kentucky Health Benefits Exchange Team. You will forecast staffing, monitor real-time performance, and provide data-driven insights to improve operations.

This role requires 5+ years in relevant roles, 3+ years supervising staff, and 5+ years in a contact center. Includes comprehensive benefits and opportunities for professional development.