Workforce Strategy Lead - Contact Center

MAXIMUS; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive bonuses

Comprehensive health insurance

401K with company match

Unlimited time off

Wellness resources

Tuition reimbursement

Employee discounts

Professional development

Job summary

MAXIMUS is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management in a contact center, forecasting and scheduling staffing, monitoring performance, and delivering data-driven insights to support operational decisions.

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes. This position is contingent upon contract award.

Qualifications

• Bachelor's degree in relevant field and 5+ years of professional experience required, or equivalent combination of education and experience.
• 3+ years of experience supervising/managing 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, QA oversight, training, subcontractor management, auditing and compliance.
• Ensure contract and regulatory compliance with state, federal and corporate policies.
• Manage direct reports and cost-effective operation of all project tasks.
• Collaborate with other Managers to coordinate activities and develop operational policies.

Skills

Forecasting

Real-time monitoring

Mentoring teams

Education

Bachelor's degree

Business Administration degree (preferred)

Tools

WFM tools

CRM systems

Job description

MAXIMUS is seeking a Workforce Manager to support the Kentucky Health Benefits Exchange Team. The role leads workforce management in a contact center, forecasting and scheduling staffing, monitoring performance, and delivering data-driven insights to support operational decisions.

The ideal candidate will have strong experience in workforce planning, analytics, and cross-functional collaboration to improve staffing strategies and processes. This position is contingent upon contract award.