Workforce Manager: Real-Time Scheduling & Analytics Lead

Maximus; Honolulu (HI); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Health & life insurance

401K with company match

Unlimited PTO

Wellness program

Recognition platform

Tuition reimbursement

Employee discounts

Wellness resources

Professional development

Job summary

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to drive efficient service delivery.

The ideal candidate has strong workforce planning experience, analytical skills, and the ability to collaborate with cross-functional teams to improve staffing strategies and processes.

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 program operations including staffing, performance monitoring, and quality assurance.
• Ensure contract compliance with state/federal regulations and policies.
• Manage direct reports and cost-effective project tasks.
• Coordinate with subcontractors and other managers for efficient operations.
• Develop and implement policies and procedures with stakeholders.
• Monitor KPIs and drive improvements in service levels.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

CRM systems

Workforce management tools

Communication

Mentoring

Education

Bachelor's degree in Business Administration or related field

5+ years in a contact center environment

Tools

Workforce management software

CRM software

Job description

Maximus is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management operations, forecasting, scheduling, and real-time performance monitoring to drive efficient service delivery.

The ideal candidate has strong workforce planning experience, analytical skills, and the ability to collaborate with cross-functional teams to improve staffing strategies and processes.