Maximus · 8 hours ago
WFM Manager - Nashville, TN
Nashville, TN
Full-time
Onsite
Mid, Senior Level
$70K/yr - $92K/yr
5+ years expMaximus is seeking a WFM Manager to lead all workforce management functions. This role involves managing staffing, scheduling, performance analysis, and ensuring compliance with service levels and contractual requirements.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas as needed
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
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
Provide contractually required monthly and quarterly project status reports
Produce Performance Standards Analysis Report
Coordinate and evaluates 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
Generally, oversees aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements
Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies
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
Monitor performance against key indicators established internally or by the clients
Develop solutions to issues or complex problems
Develop performance goals and objectives for staff, and monitor achievement of those goals
Perform other duties as may be assigned
Develop accurate short-term and long-term call volume forecasts using historical data, trends, and predictive analytics
Create staffing models and schedules to meet service level agreements (SLAs) while controlling labor costs
Monitor intraday performance and adjust staffing plans to respond to unexpected volume changes
Implement contingency plans to maintain service levels during peak periods or unforeseen events
Utilize workforce management (WFM) tools and reporting dashboards to track KPIs such as occupancy, adherence, and shrinkage
Analyze performance data to identify trends, gaps, and opportunities for improvement
Manage and mentor a team of workforce analysts and schedulers
Foster a culture of continuous improvement and collaboration across operations and support teams
Partner with operations, training, and quality teams to align workforce strategies with business objectives
Recommend and implement automation and AI-driven solutions to improve forecasting accuracy and scheduling efficiency
Qualification
Required
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
Benefits
Health insurance coverage
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
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