WFM Manager - Nashville, TN - Job Listing

Essential Duties and Responsibilities:

- Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas as needed.

- Oversee the day-to-day functioning of the department and manage the development of routine and ad hoc reports in accordance with the schedule outlined in the contract.

- Evaluate the need for, and ensure the provision of, reporting necessary for operations.

- Provide staff with up-to-date statistics on applicable programs, community resources, and options for enrollees.

- Provide contractually required monthly and quarterly project status reports.

- Produce Performance Standards Analysis Report.

- Coordinate and evaluates the work of subordinates.

- Develop and maintain reports in areas including Call Center performance.

- Generate reports in accordance with schedules and provide reports, background information, and report summaries for internal and external use.

- Ensure accuracy and timeliness of reports in compliance with contract and project requirements.

- Generally, oversees aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.

- Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies.

- Manage direct reports and the cost-effective operation of all project tasks.

- Manage subcontractors that provide services to program.

- Manage audits of operations.

- Collaborate with other Managers to ensure effective coordination of activities.

- Develop and implement operational policies and procedures in collaboration with other key stakeholders.

- Establish and maintain effective relationships with clients and other external entities.

- Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.

- Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.

- Monitor performance against key indicators established internally or by the clients.

- Develop solutions to issues or complex problems.

- Develop performance goals and objectives for staff, and monitor achievement of those goals.

- Perform other duties as may be assigned.

Forecasting & Planning

- Develop accurate short-term and long-term call volume forecasts using historical data, trends, and predictive analytics.

- Create staffing models and schedules to meet service level agreements (SLAs) while controlling labor costs.

Real-Time Management

- Monitor intraday performance and adjust staffing plans to respond to unexpected volume changes.

- Implement contingency plans to maintain service levels during peak periods or unforeseen events.

Technology & Analytics

- Utilize workforce management (WFM) tools and reporting dashboards to track KPIs such as occupancy, adherence, and shrinkage.

- Analyze performance data to identify trends, gaps, and opportunities for improvement.

Team Leadership

- Manage and mentor a team of workforce analysts and schedulers.

- Foster a culture of continuous improvement and collaboration across operations and support teams.

Process Optimization

- Partner with operations, training, and quality teams to align workforce strategies with business objectives.

- Recommend and implement automation and AI-driven solutions to improve forecasting accuracy and scheduling efficiency.

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.

- 5+ years of experience in Workforce Management.

- 3+ years of experience supervising / managing staff.

- Call Center experience required.

- Must be a US Citizen.

- Ability to work onsite in Nashville, TN required.

- The center operates 24/7; therefore, candidates must be able to work a shift during any time within a 24-hour period, including weekends and holidays.

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, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

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.