Workforce Manager: Real-Time Contact Center Planning

MAXIMUS; Newport (RI); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Annual bonuses

Medical, Dental, Vision, Prescription

401K with company match

Unlimited time off

Employee Assistance Program (EAP)

Tuition reimbursement

Wellness program

Job summary

MAXIMUS is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and providing data-driven insights to improve staffing strategies and service delivery.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and proven ability to collaborate with cross-functional teams to optimize operations in a contact center environment.

Qualifications

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

Responsibilities

• Oversee daily operations including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.
• Manage direct reports and the cost-effective operation of all project tasks.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures with stakeholders.
• Monitor performance against key indicators and drive improvements.

Skills

Forecasting

Scheduling

Workforce management

Real-time monitoring

Team leadership

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management software

CRM systems

Job description

MAXIMUS is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting and scheduling staffing resources, and providing data-driven insights to improve staffing strategies and service delivery.

The ideal candidate has 5+ years in workforce planning, strong analytical skills, and proven ability to collaborate with cross-functional teams to optimize operations in a contact center environment.