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Manager - Workforce Management in Chicago, IL at Maximus, Inc.

Date Posted: 3/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chicago, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

This is a remote position that requires working from a home office; candidates may be located anywhere in the US.


The Workforce Management and Optimization (WFM/WFO) Manager is responsible for ensuring consistent implementation of WFM / WFO best practices, and management of the WFM and day-to-day WFO function for contact center and back office operations. The Manager is responsible for the implementation, on-going improvement, and adherence to defined MAXIMUS best practices for key WFM/WFO disciplines, including, but not limited to, optimized scheduling, work allocation, real time management, WFM performance management, and network allocation. The position is responsible for monitoring of key WFM performance metrics supplied by projects and using them to detect WFM operations in need of support.

  • Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact center.
  • Provide oversight of analyst activities on multiple projects on the following:
    • Analysis of 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/WFO areas for projects and determine best support solution
  • 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, with emphasis on WFM/WFO collaboration
  • Responsible for setting standards for WFM analyst and manager staffing head-count 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 by leadership.
The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor's degree required, equivalent experience considered in lieu of degree
  • 3 + years' experience managing WFM operations in complex contact center environments
  • 3+ year of progressive experience in supervising WFM analysts
  • Deep competency in using leading edge WFM platforms
  • Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration required
  • Survey, research skills, and statistical skills including familiarity with related software applications, sampling procedures, data aggregation, and data analysis required. Experience with simulation or optimization modeling of service/production/manufacturing processes preferred.
  • Strong relationship management skills with the ability to relate to people at all levels of the organization required
  • Business analytics, BPM, Six Sigma, other process improvement exposure preferred
  • Excellent organizational, written and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently
  • Ability to travel as needed, 25-50%.
EEO Statement 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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