Workforce Manager: Real-Time Contact Center Leader

MAXIMUS; Columbia (SC); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive bonuses

Health, dental, vision, prescription,–

401K retirement plan with companyMatch

Unlimited time off

Employee wellness programs

Tuition reimbursement

Employee discounts

Job summary

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

You will collaborate with cross-functional teams to improve staffing strategies and processes. The role requires a Bachelor's degree and 5+ years of experience, with supervision experience and extensive contact center background.

Qualifications

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

Responsibilities

• Oversee daily operations of a program, including staffing and performance monitoring.
• Ensure contract compliance with state, federal, and corporate policies.
• Manage direct reports and control costs across project tasks.
• Lead subcontractor management and audits of operations.
• Collaborate with managers to coordinate activities and improve efficiency.
• Develop and implement policies with key stakeholders.
• Maintain relationships with clients and external entities.
• Monitor KPIs and drive data-driven staffing decisions.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Workforce management

Education

Bachelor's degree

Tools

WFM tools

CRM systems

Job description

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

You will collaborate with cross-functional teams to improve staffing strategies and processes. The role requires a Bachelor's degree and 5+ years of experience, with supervision experience and extensive contact center background.