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.

Job Summary:

The Workforce Management Supervisor will be responsible for leading the Workforce Management team in contact center scheduling functions.

Essential Duties and Responsibilities:

• Supervise the workforce management team and workflow to support management in all aspects of the workforce function within the project.
• Create and maintain workforce monitoring schedules for team members to cover all hours of the business operations.
• Oversee and delegate workflow to meet deadlines.
• Maintain scorecard and performance tracking for workforce management team.
• Act as a resource for all team members.
• Provide role modeling, leadership, coaching and mentoring for team members; identify and support development and growth opportunities for team members.
• Maintain and meet all deadlines for reports and various deliverables to operations.
• Communicate with operations supervisors and managers, actively and appropriately respond to requests and seek input from operational areas on the workforce management projects and role.
• Continually seek opportunities to increase efficiency, productivity and enhance performance of the workforce management team.
• Identify and communicate areas of opportunity for improvements within operations and workforce management as it relates to improving metrics and meeting SLAs.
• Monitor and react to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Work with management to maintain the Workforce Management database, including forecasting and scheduling data.
• Oversee, develop and maintain production tracking systems for project using reports and Excel, and other applicable formats.
• Generate forecasting and requirements for multiple skillsets and units of work.
• Prepare individual and unit production reports on a daily, weekly, monthly and quarterly basis.
• Oversee updates and adjust schedules to ensure Workforce Management system is able to provide statistical staffing requirements based upon current staffing availability.
• Oversee updates to agent attendance line.
• Oversee compilation of agent adherence statistics.
• Communicate with the vendor of the workforce software management tool to resolve any open items.

Education and Experience Requirements:

• Bachelor's degree from an accredited college or university required; equivalent experience may be considered in lieu of degree
• Three (3) years of related experience required
• Two (2) years of leadership experience required
• Proficient in the use of Microsoft Office products
• Intermediate to advanced skills in Microsoft Excel required
• Excellent organizational, analytical, 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 conduct and manage project reviews and communicate process improvement recommendations

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.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.