• Workforce Supervisor

    Job Locations US-FL-Jacksonville
    Posted Date 3 months ago(4/6/2018 3:59 PM)
    Requisition ID
    # of Openings
    Job Function
    Job Schedule
    Regular Full-Time
  • Overview

    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.



    The Workforce Supervisor serves as an advisory resource and assists contact center management in the development and execution of strategic operations staffing plans. This position is also responsible for evaluating options for supporting new functions/changes to current processes that impact staffing, and prepare cost/benefit or other analysis for various levels of leadership.



    • Advise and lead the business in determining hiring needs based on forecasted assumptions
    • Provide proactive, solutions-oriented support for the contact center management and the Workforce Management (WFM) team
    • Provide ongoing operational analysis of contact center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key performance indicators (cost per call, service level, occupancy)
    • Develop and monitor controls to effectively measure and improve the scheduling system and prediction of staffing requirements
    • Perform daily/weekly/monthly reporting and statistical analysis as is required to facilitate timely and accurate staffing and scheduling
    • Ensure client / customer goals are met by analyzing work volume variances to forecast and provide direction to adjust accordingly
    • Constantly assess system-wide and individual department performance and productivity to confirm business objectives are being met and uncover opportunities for improvement
    • Supervise the day-to-day workflow of WFM staff
    • Learn new WFM software and train staff in preparation for production
    • Assist WFM Manager with concentration on short term forecasting
    • Coordinate appropriate allocation and availability of contact center staff in order to achieve Program goals
    • Implement approved adjustments to workforce management software to appropriately track the productivity of Contact Center Agents
    • Perform other duties as assigned by management


    The Ideal Candidate will Possess the Following Additional Education and Experience

    • Associates Degree in a related discipline from an accredited college or university required, equivalent combination of education, technical training or work experience considered in lieu of degree
    • Two (2) years of supervisory experience required
    • Five (5) years of WFM Specialist experience preferred
    • Experience with student financial aid programs/debt collection programs required
    • Working knowledge of WFM software
    • Intermediate to advanced skills in Excel a must
    • Previous experience in training others in the use of WFM software
    • Strong organization, prioritization, time management and multitasking abilities
    • Successful experience delivering, driving and reporting results
    • Effective written and oral communication skills.
    • Ability to work under pressure and stress while exceeding day-to-day operational demands
    • High level of commitment, initiative, vision and enthusiasm


    Additional Requirements as per contract/client:


    • Must be current on federal student loans or must not be delinquent on federal student loans
    • Federal security clearance (through MAXIMUS Federal) required
    • US Citizenship required


    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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