Workforce Manager - Remote in Work From Home at Maximus

Date Posted: 2/10/2021

Job Snapshot

Job Description

Essential Duties and Responsibilities: - Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact center. Provide oversight of analyst activities on multiple projects. Analyze volume forecasts, productivity targets and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles. Shift optimization and schedule effectiveness. Service level risks related to scheduling and staffing; notify call center management and propose solutions. Forecasts for both call volumes and staff needed to ensure service goals are met. Ensure current standard / best practice tools, templates, and process are used effectively. Provide guidance on trouble points in WFM areas for projects and determine best support solution- including via Intellectual Shared Services. Coach and mentor WFM professionals on how to improve agent efficiency through application of WFM Best Practices. Contribute to the enhancement of WFM best practices and standards. Responsible for setting standards for WFM analyst and manager staffing headcount in projects. Interact and consult with Capacity Planning/Staffing Optimization on forecasting and capacity planning, and human resources on matters of recruiting, training, hiring and attrition. Provide functional support for the NICE/IEX platform to contact center WFM managers and analysts. - Perform other duties as assigned.

Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. In some instances this manager may be responsible for a functional area and not have any subordinate employees. Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Act as advisor to subordinate(s) to meet schedules and/or resolve problems. Develop and administer schedules, performance requirements; may have budget responsibilities. Frequent interaction with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team. Receive
assignments in the form of objectives and determine how to use resources to meet schedules and goals. Provide guidance to subordinates within the latitude of established company policies. Recommend changes to policies and establish procedures that affect immediate organization (s).

-Minimum two years of Workforce Management experience
-Minimum one year of managerial experience including strong leadership skills, ability to mentor team members, excellent analytical and communication skills, and ability to interface at multiple levels
-Knowledge of forecasting methodologies
-Knowledge of scheduled efficiency and improvements
-Preferred – experience with NICE platform
-Preferred - Degree in management or data analysis fields


 

  • Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
  • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
  • Develops and administers schedules, performance requirements; may have budget responsibilities.
  • Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
  • Often must lead a cooperative effort among members of a project team.
  • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
  • Provides guidance to subordinates within the latitude of established company policies.
  • Recommends changes to policies and establishes procedures that affect immediate organization(s).


MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
 
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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