Workforce Management Supervisor

Description & Requirements

Maximus is currently hiring a Workforce Management Supervisor to join our Maryland Health Benefit Exchange (MD HIX) team. This is a remote opportunity. The Workforce Management Supervisor will be responsible for the supervision of the workforce management team and the workflow to support management in all aspects of the workforce function within the project to meet various deliverables. This can include maintaining scorecards, performance tracking, forecasting requirements, reporting data, rand meeting scheduling needs for the workforce management team. Will communicate with leadership, Operations managers and supervisors to respond appropriately to requests and meet demands.

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 leadership to maintain the Workforce Management database, including forecasting and scheduling data.
• Oversee, develop and maintain production tracking systems for project using reports 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 .
• Oversee compilation of agent adherence statistics.
• Communicate with the vendor of the workforce software management tool to resolve any open items.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Comply with all company required policies, procedures and processes including but not limited to required training.
• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
• Monitors daily operations of a unit or sub-unit.
• Requires full knowledge of own area of functional responsibility.
• Evaluate subordinates' job performance and recommend appropriate personnel action.
• Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.
• Identify training needs and development opportunities for subordinates.

Minimum Requirements
• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Supervisor and Workforce Management experience is preferred.
• Ability to perform comfortably in a fast-paced, detailed-oriented work environment
• Excellent written, verbal, analytical and interpersonal communication skills, including a track record of interacting with all levels of staff.
• Ability to work Eastern time zone hours is required.

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. 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. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

44,000.00

Maximum Salary

$

75,000.00