Workforce Manager: Forecasting, Scheduling & Insights

MAXIMUS; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive health insurance

401K retirement plan

Unlimited time off

Tuition reimbursement

Employee discounts

Job summary

MAXIMUS is seeking a Workforce Manager to lead our Kentucky Health Benefits Exchange Team within a fast-paced contact center. You will forecast, plan and schedule staffing, monitor performance in real time, and provide data-driven insights to support operational decisions.

The ideal candidate has 5+ years in workforce planning, strong analytical abilities, and a track record of collaborating with cross-functional teams to optimize staffing and processes.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 5+ years of workforce planning experience.
• 3+ years of supervising staff.
• 5+ years in a contact center environment, supervisory role preferred.

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure contract requirements, state and federal regulations, and corporate policies are met.
• Manage direct reports and cost-effective operation of all tasks.
• Collaborate with other managers for coordinated activities.
• Develop and implement operational policies and procedures with stakeholders.
• Monitor performance against internal and client KPIs.
• Identify solutions to complex problems and drive improvements.

Skills

Scheduling & forecasting

Real-time monitoring

Team mentorship

Education

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead our Kentucky Health Benefits Exchange Team within a fast-paced contact center. You will forecast, plan and schedule staffing, monitor performance in real time, and provide data-driven insights to support operational decisions.

The ideal candidate has 5+ years in workforce planning, strong analytical abilities, and a track record of collaborating with cross-functional teams to optimize staffing and processes.