Workforce Planning Lead — Contact Center

MAXIMUS; Evansville (IN); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Medical insurance

401(k) with company match

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, scheduling, and real-time performance monitoring to optimize service delivery.

Ideal candidates bring 5+ years in workforce management, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.

Qualifications

• 5+ years of relevant professional experience in workforce management.
• 3+ years supervising staff.
• 5+ years in a contact center environment, preferably supervisory/managerial.

Responsibilities

• Oversee daily operations of a program including staffing and performance monitoring.
• Ensure contract compliance with state, federal regulations and policies.
• Manage direct reports and subcontractor performance.
• Collaborate with managers to coordinate activities.
• Develop policies with stakeholders and drive operational efficiency.
• Set staff goals and monitor achievement.
• Lead audits of operations and implement corrective actions.

Skills

Scheduling

Forecasting

Real-time monitoring

Workforce management tools

CRM systems

Leadership

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Tools

Workforce management software

CRM systems

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team. The role leads workforce planning, forecasting, scheduling, and real-time performance monitoring to optimize service delivery.

Ideal candidates bring 5+ years in workforce management, strong analytical skills, and a track record of collaborating with cross-functional teams to improve staffing strategies and operational processes. This position is contingent upon contract award.