Workforce Manager: Scheduling & Analytics Lead

Maximus; Salt Lake City (UT); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Insurance coverage

401K plan

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

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 delivering data-driven insights.

You will monitor contact center performance in real time, collaborate with cross-functional teams to improve staffing strategies, and ensure compliance with contract and regulatory requirements.

Qualifications

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

Responsibilities

• Oversee 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.

Skills

Forecasting

Scheduling

Real-time monitoring

Leadership

Cross-functional collaboration

Education

Bachelor's degree

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 management operations, forecasting and scheduling staffing resources, and delivering data-driven insights.

You will monitor contact center performance in real time, collaborate with cross-functional teams to improve staffing strategies, and ensure compliance with contract and regulatory requirements.