Supervisor - Workforce Plan (Remote and Temporary)

About the Role

This position serves as a critical leadership hub within the workforce management function, bridging the gap between operational demands and team performance. You will supervise the workforce management team, ensuring that all hours of business operations are covered through precise scheduling and monitoring. The role exists to drive efficiency, maintain service level agreements (SLAs), and foster a culture of continuous improvement within the unit.

In this capacity, you will act as a primary resource for team members, providing role modeling, coaching, and mentoring to support their professional growth. Your day-to-day involves managing the workforce management database, analyzing historical trends in call volume and agent productivity, and reacting swiftly to fluctuations in demand to restore service levels. You will also collaborate closely with operations supervisors and management to resolve staffing issues, ensure compliance with wage and hour policies, and maintain the accuracy of production tracking systems.

Hiring Process

Candidates selected for this role will be required to pass a Federal Government Clearance. The position involves a structured interview process to assess technical proficiency in tools like Genesys and MS Excel, as well as leadership capabilities.

Work Environment & Requirements

This is a remote position based in the Continental US. Maximus will provide the necessary equipment for the role. Candidates must maintain a private, secure work area with a high-speed internet connection (minimum 25 Mbps download, 5 Mbps upload) and a Category 5 or 6 ethernet connection. A smartphone is required to log into Maximus systems. The role requires a US Citizen status and the ability to work an eight-hour shift, five days per week, within the hours of 6:30 AM to 2:30 AM EST, including weekends.

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 provides 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.