Workforce Manager: Forecasting & Real-Time Ops Lead

MAXIMUS; Rock Springs (WY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual bonuses

Insurance coverage

401K retirement plan

Unlimited time off

Employee assistance program

Tuition reimbursement

Wellness resources

Professional development

Job summary

Maximus is seeking a Workforce Manager to lead workforce management for our Kentucky Health Benefits Exchange Team. You will forecast, schedule, and monitor staffing resources, providing data-driven insights to improve operations.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and a track record of collaborating with cross-functional teams to enhance staffing strategies. This role is contingent on contract award and offers comprehensive benefits.

Qualifications

• Bachelor's degree and 5+ years of relevant professional experience required
• 3+ years supervising/managing staff required
• 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, QA oversight, training, and subcontractor management
• Ensure contract compliance with applicable requirements and policies
• Manage direct reports and cost-effective operation of project tasks
• Manage subcontractors that provide services to the program
• Audit operations and ensure quality assurance activities
• Collaborate with other Managers to coordinate activities effectively
• Develop and implement operational policies with stakeholders
• Maintain strong relationships with clients and external entities
• Introduce innovative methods to improve service levels and efficiency
• Oversee QA and training programs and corrective actions for compliance
• Monitor performance against internal and client KPIs
• Develop solutions to address issues or complex problems
• Set staff performance goals and monitor achievement
• Perform other duties as assigned
• Bachelor's degree in relevant field and 5+ years of experience; 3+ years supervising; 5+ years contact center experience

Skills

Workforce management

Forecasting

Scheduling

Real-time monitoring

Data analytics

Leadership

Cross-functional collaboration

Education

Bachelor's degree in related field

Bachelor's degree in Business Administration

Tools

WFM software

CRM systems

Job description

Maximus is seeking a Workforce Manager to lead workforce management for our Kentucky Health Benefits Exchange Team. You will forecast, schedule, and monitor staffing resources, providing data-driven insights to improve operations.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and a track record of collaborating with cross-functional teams to enhance staffing strategies. This role is contingent on contract award and offers comprehensive benefits.