Workforce Planning Lead — Real-Time Contact Center

MAXIMUS; Wilmington (DE); Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive medical/dental/vision, +

401K with company match

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Job summary

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team in a contact center environment. You will lead forecasting, scheduling, real-time performance monitoring, and use data-driven insights to optimize service delivery and staffing efficiency.

The ideal candidate has 5+ years in workforce planning, strong analytics, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and operational processes.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years of experience in workforce management.
• 3+ years supervising staff.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily program operations including staffing, performance monitoring, quality assurance, training, and compliance.
• Ensure contract and regulatory compliance with applicable requirements.
• Manage direct reports and cost-effective operation of project tasks.
• Oversee subcontractors providing services to the program.
• Coordinate with other Managers for effective activity synchronization.
• Develop and implement operational policies with stakeholders.
• Establish and maintain relationships with clients and external entities.
• Drive innovative methodologies to improve service levels and efficiency.
• Manage QA and training programs and corrective actions.
• Monitor performance against internal or client KPIs.
• Develop solutions to issues or complex problems.
• Set staff goals and monitor achievement.

Skills

Forecasting

Scheduling

Real-time monitoring

Team mentoring

Education

Bachelor's degree in a relevant field

Bachelor's degree in Business Administration

Tools

CRM systems

Workforce management tools

Job description

Maximus is seeking a Workforce Manager to support our Kentucky Health Benefits Exchange Team in a contact center environment. You will lead forecasting, scheduling, real-time performance monitoring, and use data-driven insights to optimize service delivery and staffing efficiency.

The ideal candidate has 5+ years in workforce planning, strong analytics, and a proven ability to collaborate with cross-functional teams to improve staffing strategies and operational processes.