WFM Manager - Nashville, TN

Description & Requirements

Maximus is seeking individuals who can excel in a fast paced environment and effectively manage multiple tasks at once.

Candidates should demonstrate strong listening and computer skills, exceptional attention to detail, and the ability to perform well under pressure.

As a WFM Manager, you will lead all workforce management functions, including forecasting, staffing, scheduling, real time monitoring, and performance analysis, to ensure service levels and contractual requirements are consistently met.

This role provides leadership to workforce analysts and schedulers, manages subcontractor activities, and oversees operational processes such as quality assurance, training alignment, and audit readiness.

You will collaborate across departments to implement policies, optimize resource utilization, improve forecasting accuracy, and introduce automation or AI driven enhancements.

The WFM Manager also maintains strong client relationships, monitors KPIs, identifies operational risks and opportunities, and ensures compliance with internal, client, and regulatory expectations.

This position is onsite at our Nashville location.

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.

Must be a US Citizen.



*This position is contingent upon contract award and will require you to pass a Federal background check

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Essential Duties and 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 subc...