Workforce Optimization Manager

MAXIMUS; Buffalo (NY); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K with company match

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Employee assistance program

Job summary

Maximus is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role centers on forecasting, scheduling staffing resources, and real-time performance monitoring to ensure efficient, high-quality service delivery.

The ideal candidate will have strong analytical skills, experience with workforce planning in a contact center, and a proven ability to collaborate across functions to improve staffing strategies and operational processes.

Qualifications

• Bachelor’s degree in a relevant field.
• 5+ years of workforce planning experience.
• 3+ years of staff supervision experience.
• 5+ years in a contact center environment.

Responsibilities

• Oversee daily program operations including staffing and performance monitoring.
• Ensure contract compliance with regulations and policies.
• Manage direct reports and cost-effective task execution.
• Coordinate with subcontractors and audits of operations.
• Collaborate with other managers for coordinated activities.
• Develop and implement policies with key stakeholders.
• Maintain client relationships and drive service improvements.
• Monitor KPIs and develop staff performance goals.

Skills

Forecasting

Scheduling

Real-time monitoring

Team leadership

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Bachelor's degree in Business Administration

Tools

WFM software

CRM systems

Other software

Job description

Maximus is seeking a Workforce Manager to lead workforce management for the Kentucky Health Benefits Exchange Team. The role centers on forecasting, scheduling staffing resources, and real-time performance monitoring to ensure efficient, high-quality service delivery.

The ideal candidate will have strong analytical skills, experience with workforce planning in a contact center, and a proven ability to collaborate across functions to improve staffing strategies and operational processes.