Workforce Manager - Real-Time Forecasting & Scheduling

Maximus; Topeka (KS); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Performance bonuses

Medical, dental, vision, prescription,

Life insurance

401K with company matching

Unlimited time off

Employee wellness program

Tuition reimbursement

Employee discounts

Wellness program resources

Professional development opportunities

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The Workforce Manager in a contact center will lead workforce management operations and ensure efficient, effective service delivery.

This role is responsible for forecasting and scheduling staffing resources, monitoring contact center performance in real time, and providing data-driven insights to support operational decision-making.

Qualifications

• Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
• 3+ years of previous experience supervising/managing staff required.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Generally, oversees aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.
• Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies.
• Manage direct reports and the cost‑effective operation of all project tasks.
• Manage subcontractors that provide services to program.
• Manage audits of operations.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Establish and maintain effective relationships with clients and other external entities.
• Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.
• Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.
• Monitor performance against key indicators established internally or by the clients.
• Develop solutions to issues or complex problems.
• Develop performance goals and objectives for staff, and monitor achievement of those goals.
• Perform other duties as may be assigned.

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The Workforce Manager in a contact center will lead workforce management operations and ensure efficient, effective service delivery.

This role is responsible for forecasting and scheduling staffing resources, monitoring contact center performance in real time, and providing data-driven insights to support operational decision-making.