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Company

Maximus · 20 hours ago

Workforce Management Supervisor

United States

Full-time

Remote

Mid Level

$44K/yr - $75K/yr

3+ years exp

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Business Process Automation (BPA)Consulting

H1B Sponsor Likely

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Responsibilities

Supervise the workforce management team and workflow to support management in all aspects of the workforce function within the project.

Create and maintain workforce monitoring schedules for team members to cover all hours of the business operations.

Oversee and delegate workflow to meet deadlines.

Maintain scorecard and performance tracking for workforce management team.

Act as a resource for all team members.

Provide role modeling, leadership, coaching and mentoring for team members; identify and support development and growth opportunities for team members.

Maintain and meet all deadlines for reports and various deliverables to operations.

Communicate with operations supervisors and managers, actively and appropriately respond to requests and seek input from operational areas on the workforce management projects and role.

Continually seek opportunities to increase efficiency, productivity and enhance performance of the workforce management team.

Identify and communicate areas of opportunity for improvements within operations and workforce management as it relates to improving metrics and meeting SLAs.

Monitor and react to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.

Work with leadership to maintain the Workforce Management database, including forecasting and scheduling data.

Oversee, develop and maintain production tracking systems for project using reports and other applicable formats.

Generate forecasting and requirements for multiple skillsets and units of work.

Prepare individual and unit production reports on a daily, weekly, monthly and quarterly basis.

Oversee updates and adjust schedules to ensure Workforce Management system is able to provide statistical staffing requirements based upon current staffing availability.

Oversee updates to agent attendance .

Oversee compilation of agent adherence statistics.

Communicate with the vendor of the workforce software management tool to resolve any open items.

Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.

Comply with all company required policies, procedures and processes including but not limited to required training.

Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

Monitors daily operations of a unit or sub-unit.

Requires full knowledge of own area of functional responsibility.

Evaluate subordinates' job performance and recommend appropriate personnel action.

Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.

Identify training needs and development opportunities for subordinates.

Qualification

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Workforce ManagementPerformance TrackingForecastingSchedulingDatabase ManagementReport Generation

Required

Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Ability to perform comfortably in a fast-paced, detailed-oriented work environment.

Excellent written, verbal, analytical and interpersonal communication skills, including a track record of interacting with all levels of staff.

Ability to work Eastern time zone hours is required.

Preferred

Supervisor and Workforce Management experience is preferred.

Benefits

Health insurance coverage

Life and disability insurance

A retirement savings plan

Paid holidays

Paid time off

Company

Maximus

Glassdoor

3.5

Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.

Founded in 1975

Mclean, Virginia, USA

10,001+ employees

http://www.maximus.com/

H1B Sponsorship

Maximus has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (26)

2022 (48)

2021 (38)

2020 (46)