Workforce Manager – Remote Contact Center Forecasting

MAXIMUS; Hattiesburg (MS); On-site; USD 75,000 - 115,000; Full time

Benefits offered by this job

Annual performance bonuses

Comprehensive health coverage

401(k) retirement plan with company m

Unlimited paid time off

Wellness program

Tuition reimbursement

Professional development

Employee discounts

Life and disability insurance

Job summary

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, and scheduling to ensure optimal staffing and service levels.

You will monitor contact center performance in real time, deliver data-driven insights, and collaborate with cross-functional partners to improve staffing strategies and operational processes. This position is contingent upon contract award.

Qualifications

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

Responsibilities

• Oversee daily operations for the program including staffing, performance monitoring, quality assurance, and training.
• Forecast staffing needs and schedule resources efficiently.
• Monitor contact center performance in real time and provide data-driven insights.
• Collaborate with cross-functional teams to improve staffing strategies and processes.
• Ensure compliance with contract requirements, state and federal regulations, and company policies.
• Develop and implement operational policies with stakeholders.
• Establish relationships with clients and external entities.
• Lead audits of operations and manage subcontractors.

Skills

Forecasting & scheduling

Real-time monitoring

Data-driven decision making

Cross-functional collaboration

Mentoring and team leadership

Workforce management tools

CRM systems familiarity

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration

Tools

Workforce management tools

CRM systems

Job description

Maximus is hiring a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, and scheduling to ensure optimal staffing and service levels.

You will monitor contact center performance in real time, deliver data-driven insights, and collaborate with cross-functional partners to improve staffing strategies and operational processes. This position is contingent upon contract award.