WFM Manager - Nashville, TN

Requirements

Maximus is seeking individuals with strong skills in a fast-paced environment to manage multiple tasks effectively. Candidates should have strong listening and computer skills, exceptional attention to detail, and the ability to perform under pressure. The WFM Manager will lead workforce management functions, including forecasting, staffing, scheduling, real-time monitoring, and performance analysis, to ensure service levels and contractual requirements are consistently met.

• Lead all workforce management functions, including forecasting, staffing, scheduling, real-time monitoring, and performance analysis.
• Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas.
• Evaluate the need for, and ensure the provision of, reporting necessary for operations.
• Provide staff with up-to-date statistics on applicable programs, community resources, and options for enrollees.
• Produce Performance Standards Analysis Report.
• Coordinate and evaluate the work of subordinates.
• Develop and maintain reports in areas including Call Center performance.
• Generate reports in accordance with schedules and provide reports, background information, and report summaries for internal and external use.
• Ensure accuracy and timeliness of reports in compliance with contract and project requirements.
• Oversee the day-to-day functioning of the department and manage the development of routine and ad hoc reports in accordance with the schedule outlined in the contract.
• Manage direct reports and the cost-effective operation of all project tasks.
• Manage subcontractors that provide services to program.
• Manage audits of operations.
• Collaborate with other Managers to ensure effective coordination of activities.
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Establish and maintain effective relationships with clients and other external entities.
• Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.
• Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.
• Maintain strong client relationships, monitor KPIs, identify operational risks and opportunities, and ensure compliance with internal, client, and regulatory expectations.

Qualifications

Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience. 5+ years of experience in Workforce Management. 3+ years of experience supervising / managing staff. Call Center experience required. Must be a US Citizen. Ability to work onsite in Nashville, TN required. The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.

Skills

Strong listening and computer skills, exceptional attention to detail, ability to perform under pressure, leadership, supervisory, and management skills, ability to work in a fast-paced environment, knowledge of workforce management tools and reporting dashboards, ability to analyze performance data, ability to develop and implement innovative methodologies, ability to manage and mentor a team, ability to work in a 24/7 environment, ability to work weekends and holidays.

Benefits

Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

Pay

Minimum Salary: $70,000.00
Maximum Salary: $92,000.00

Schedule

The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.