Workforce Manager: Real-Time Scheduling & Insights

MAXIMUS; Philadelphia (Philadelphia County); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K plan

Unlimited time off

Wellness program

Tuition reimbursement

Professional development opportunities

Job summary

MAXIMUS is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing, real-time performance monitoring, and delivering data-driven insights to optimize operations.

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes.

Qualifications

• Bachelor's degree in a relevant field and 5+ years of professional experience.
• 3+ years of supervising staff or managing teams.
• 5+ years of experience in a contact center environment, preferably in a supervisory role.
• Experience with scheduling, forecasting, and real-time monitoring.

Responsibilities

• Oversee daily operations for the program, including staffing, performance monitoring, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure contracts and internal policies meet state/federal requirements and client expectations.
• Manage direct reports and ensure cost-effective operation of all tasks.
• Manage subcontractors delivering services to the program and coordinate audits of operations.
• Collaborate with other managers to coordinate activities and share best practices.
• Develop and implement operational policies with stakeholders and maintain client relationships.
• Monitor performance against internal or client KPIs and drive continuous improvement.
• Develop solutions to issues and set staff performance goals.

Skills

Scheduling

Forecasting

Real-time monitoring

Team leadership

Data analysis

Education

Bachelor's degree in relevant field

Tools

Workforce management tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role focuses on forecasting and scheduling staffing, real-time performance monitoring, and delivering data-driven insights to optimize operations.

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes.