Workforce Manager: Forecasting, Scheduling & Real-Time Ops

Maximus; City of Albany (NY); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

401K plan

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. In this contact center role, you will lead workforce management, forecast and schedule staffing, monitor real-time performance, and provide data-driven insights to support operational decisions.

The ideal candidate has experience in workforce planning, strong analytical skills, and a track record collaborating with cross-functional teams to improve staffing strategies and processes.

Qualifications

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

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, quality assurance, training, subcontractor management, auditing and compliance.
• Ensure contract and regulatory compliance with internal and external requirements.
• Manage direct reports and cost-effective operation of all project tasks.
• Manage subcontractors providing services to the program.
• Conduct audits of operations and collaborate with other Managers for coordination.
• Develop and implement operational policies with stakeholders and establish client relationships.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Analytical skills

Education

Bachelor's degree

Tools

CRM systems

Workforce management tools

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. In this contact center role, you will lead workforce management, forecast and schedule staffing, monitor real-time performance, and provide data-driven insights to support operational decisions.

The ideal candidate has experience in workforce planning, strong analytical skills, and a track record collaborating with cross-functional teams to improve staffing strategies and processes.