Workforce Optimization Manager

2 months ago
Requisition ID
# of Openings
Job Function
Operations Support
Job Schedule
Regular Full-Time

Project/Position Introduction

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.


*Employment is contingent upon contract award.


The Operations Research Manager is a key contributor to production planning and process optimization. The Manager is responsible for the development and application of quantitative analytical methods, including modeling and simulations; requirements analysis; algorithm development; trade-off and sensitivity analysis; and optimization tools and techniques; as appropriate to support decision making. For production planning, the Manager strives to optimize the alignment of staff both long-term and short-term with future workload demand by developing and maintaining accurate call center and operations forecasts. To achieve process optimization, the Manager studies business processes to uncover operational improvements through Business Process Management (BPM) methods. The position closely collaborates with others to identify and solve a variety of complex business problems and ensures standards, methods and “best practices” are institutionalized to improve overall performance. Provides leadership and oversight of Workforce Management staff and scheduling activities and is highly collaborative and interactive with Operations Research in support of the forecasting process. The primary focus is to ensure efficient workload and workforce balance while supporting the organization’s vision, mission and customer Key Performance Requirements (KPR) strategies.


  • Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods. Forecast the feasibility of achieving monthly service level targets on the basis of work volume and available resources and providing recommendations to ensure targets are met.
  • Assists in the direction of workforce management operations including planning, scheduling, monitoring and reporting functions.
  • Supervises and develops assigned workforce management staff.
  • Work closely with the Finance team to assist with aspects of annual and quarterly financial forecasts by providing accurate forecast and assessment of work volumes and resource needs for future quarters of the financial year.
  • Analyze existing systems and organizational processes and make recommendations to their design and behavior to improve service to the client. Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities.
  • Assists in the oversight of an effective workforce management team for the call center to continuously identify opportunities for improvement while maintaining adherence to KPRs. Oversee real time performance issues and implement contingency actions. Determine how a process should work and how changes in conditions, operations, and other factors will affect outcomes.
  • Document “best practice” approaches and continuously measure project outcomes for desired results.
  • Develop an expert level of knowledge of the MAXIMUS BPM framework to define, optimize, automate and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance.

The Ideal Candidate will Possess the Following Additional Education and Experience

  • MS in operations research, mathematics, statistics, industrial engineering, management information systems or related field required.
  • 3+ years of experience performing quantitative and qualitative analyses of existing business processes based on in-depth knowledge of organizational and or client objectives.
  • 3+ years of effective application of relevant statistical forecasting, workforce management methods.
  • 3+ years of demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities.
  • Experience with simulation modeling.
  • Experience with government sponsored health care programs and operations, particularly desirable Knowledge of complex relational databases, mathematical modeling and statistical software, business and management principles involved in strategic planning, resource allocation, human resources modeling, production methods, and coordination of people and resources.
  • Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration.
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Ability and desire to represent and explain complex models and forecasting principals to program and operation staff and front-line management in familiar and non-technical language.
  • Ability to embrace Business Intelligence and Business Process Management concepts, tools and intent.
  • Ability to work independently with minimal supervision or work cooperatively in a technical team as required.
  • Successfully work under standards-based performance measures and ability to execute many complex tasks simultaneously.
  • Exceptional proficiency in Microsoft office applications (particularly Excel).
  • Must possess superior oral and written communication skills.
  • Must be self-starting, energetic, and motivated.
  • Involvement in WFM best practice development and implementation preferred.

EEO Statement

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.


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