Workforce Management Team Lead

Description & Requirements Join Maximus, a company that values innovative thinkers who thrive in dynamic environments. We are seeking talented individuals with exceptional computer skills, superb attention to detail, and an ability to perform well under pressure. As the Workforce Management (WFM) Team Lead, you will oversee all critical workforce management functions, including forecasting, staffing, scheduling, real-time monitoring, and performance evaluation. Your leadership will be central to achieving service levels and maintaining contractual agreements. You'll guide a team of skilled workforce analysts and schedulers, supervise subcontractor activities, and ensure operational excellence through effective quality assurance, training alignment, and audit readiness. Collaboration with multiple departments will be key to implement best practices, optimize resource use, improve forecasting accuracy, and incorporate automated or AI-enabled solutions. Additionally, maintaining strong client relationships and monitoring KPIs will be part of your responsibilities, as well as identifying operational risks and opportunities while ensuring compliance with all applicable standards. This position will be located at our office in Nashville, which operates around the clock; flexibility to work various shifts, including weekends and holidays, is necessary. This position is contingent upon contract award and will require you to pass a Federal background check. Essential Duties and Responsibilities: Manage a comprehensive reporting program to collect, prepare, trend, and analyze operational data across all project areas. Oversee daily operations and coordinate the creation of both routine and ad hoc reports per contract specifications. Ensure that necessary reporting for operations is available and provide staff with current statistics on applicable programs and community resources. Generate performance reports, including contractually required monthly and quarterly project updates. Coordinate and evaluate the work of team members, ensuring accuracy and timeliness of all reports in accordance with project standards. Supervise all aspects of program operations, including staffing, performance monitoring, quality oversight, training, subcontractor management, and compliance auditing. Ensure adherence to project compliance with contract stipulations, state and federal regulations, and corporate policies. Effectively manage direct reports and promote cost-effective execution of project tasks. Collaborate with various departments to refine workforce strategies and adopt innovative methodologies to boost service levels and operational efficiency. Monitor performance against key indicators and devise solutions to complex challenges. Establish performance targets for staff and track progress toward these goals. Perform additional tasks as needed. Forecasting & Planning: Produce accurate call volume forecasts using historical data and predictive analytics. Create staffing models and schedules that comply with service level agreements while managing labor costs. Real-Time Management: Monitor daily performance and adjust staffing strategies in response to fluctuations in volume. Implement contingency plans during peak periods or unexpected events to ensure service levels are maintained. Technology & Analytics: Utilize WFM tools to track KPIs such as occupancy, adherence, and shrinkage. Analyze performance data to identify trends and opportunities for improvement. Team Leadership: Manage and mentor a team of workforce analysts and schedulers, fostering a culture of continuous improvement. Process Optimization: Work with operations, training, and quality control teams to align workforce strategies with organizational goals. Suggest automation and AI-driven enhancements for improved forecasting and scheduling. Minimum Requirements: Bachelor's degree in a relevant field and 5+ years of professional experience, or an equivalent combination of education and experience. 5+ years in Workforce Management, including 3+ years in a supervisory or management role. Call center experience is required. Must be a US Citizen and available to work onsite in Nashville, TN. Willingness to work any shift 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: At Maximus, compensation is determined based on various factors, including job location, candidate's education, training, experience, expected work quality and quantity, required travel, external market conditions, and internal evaluations, including seniority and merit systems. The annual salary is part of Maximus's comprehensive total compensation package, which may also include incentives and program-specific awards. A variety of benefits such as health insurance, life and disability insurance, retirement savings plans, paid holidays, and paid time off are also provided. Compensation ranges may vary based on contract value but align with job duties and experience. Accommodations: Maximus provides reasonable accommodations to individuals needing assistance during any phase of the employment process due to a disability or medical condition. Please contact People Operations if you require assistance. Minimum Salary: $70,000.00 Maximum Salary: $92,000.00 Compensation: $70,000-$92,000 per year.

Created: 2026-03-06