Manager - Wrkfrc Svcs CDC (remote, temporary)

Description & Requirements

Maximus is currently recruiting for a Workforce Manager to support our CDC-Centers for Disease Control program.

This role 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.



*You will need to provide your own computer equipment during training.

Maximus will provide computer equipment once training is completed.



*This is a limited service (temporary) position.

Essential Duties and Responsibilities:

- 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.

Forecasting & Planning
- 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.

Real-Time Management
- 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.

Technology & Analytics
- 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.

Team Leadership
- Manage and mentor a team of workforce analysts and schedulers.
- Foster a culture of continuous improvement and collaboration across operations and support teams.

Process Optimization
- Partner with operations, training, and quality teams to align workforce strategies with business objective...