Manager - Workforce Planning

Essential Duties and Responsibilities:

- Direct management of WFM / WFO activities and staffs in participating projects, including shared services call center.

- Provide oversight of analyst activities on multiple projects.

- Analyze volume forecasts, productivity targets and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles.

- Shift optimization and schedule effectiveness.

- Service level risks related to scheduling and staffing; notify call center management and propose solutions.

- Forecast for both call volumes and staff needed to ensure service goals are met.

- Ensure current standard / best practice tools, templates, and process are used effectively.

- Provide guidance on issues/solutions in WFM areas for projects and leadership

- Coach and mentor WFM professionals on how to improve agent efficiency through application of WFM Best Practices.

- Contribute to the enhancement of WFM best practices and standards.

- Responsible for setting standards for WFM analyst and manager staffing headcount in projects.

- Interact and consult with Capacity Planning/Staffing Optimization on forecasting and capacity planning, and human resources on matters of recruiting, training, hiring and attrition.

- Provide functional support for the WFM platform to call center WFM managers and analysts.

- Perform other duties as assigned.

Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

Additional Requirements:

- Must reside within the State of Texas

- Must be willing to travel occasionally for business needs

- Experience leading others including subordinates in a professional environment

- Strong experience with workforce and staffing forecasting

- Intermediate to Advanced proficiency with Microsoft Excel or other data reporting tools

- Experience with the following tools and systems are preferred:



* Smartsheets


* Genesys


* PowerBI or other alternative analytical platforms

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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, i...