Supervisor - Workforce Plan (Remote and Temporary)

About the Role

This position serves as a critical bridge between operational leadership and the workforce management function within a high-volume project environment. The role exists to ensure seamless business operations by supervising the workforce management team, optimizing scheduling, and maintaining strict adherence to service level agreements (SLAs). You will act as a resource and mentor for team members while managing the complex interplay of call volume fluctuations, staffing availability, and production tracking.

In this capacity, you will not only oversee the daily workflow and delegate tasks but also actively collaborate with operations supervisors to identify opportunities for efficiency and performance enhancement. The role requires a deep understanding of functional responsibilities, from generating forecasting data for multiple skillsets to analyzing historical trends in agent productivity and contact distribution. You will be responsible for maintaining the integrity of workforce management databases, ensuring accurate reporting on attendance and adherence, and resolving any technical issues with the workforce software vendor.

As a leader, you will provide role modeling, coaching, and development opportunities for your team, evaluating performance and working closely with Human Resources to address personnel concerns. A portion of your time will be dedicated to performing individual tasks related to the unit, ensuring that you maintain full knowledge of the area while monitoring daily operations. Success in this role demands the ability to react quickly to service level fluctuations and maintain strong working relationships across the organization to drive efficient problem-solving.

Hiring Process & Application

Candidates must be U.S. citizens and possess the ability to pass a Federal Government Clearance. The role requires a flexible schedule, working an eight-hour shift, five days per week, anytime between 6:30 AM and 2:30 AM EST, including weekends.

Maximus provides the necessary equipment for this position. However, candidates must currently and permanently reside in the Continental U.S. and meet specific home office requirements, including a private and secure work area, a reliable power source, and a smartphone for system login. Internet connectivity must be via a Category 5 or 6 ethernet patch cable to the home router, with a minimum speed of 25 Mbps (50 Mbps for shared connectivity) and an upload speed of at least 5 Mbps.

Equal Opportunity & Accommodations

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.

Maximus is committed to providing reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at applicantaccom@maximus.com.