Supervisor - Workforce Plan (Remote and Temporary)

Maximus is currently looking for a Workforce Services Supervisor to join our team. This remote Workforce Services Supervisor position will be responsible for providing front-line, first level supervisor and leadership to Workforce Analysts with the goal of meeting program objectives and customer service level agreementsIn this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility.

This position will require you to have availability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends). Per contract requirements, this position requires US Citizenship and the ability to pass a Federal Government clearance.

• This is a Temporary Position
• Essential Duties and 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.
• Works on assignments that are routine in nature, with responsibilities easily learned on the job
• Monitor call volume and staffing data to ensure workers are performing in accordance with established quality and performance standards
• Maintains and updates the workforce management systems with daily exceptions
• Ensure the accuracy and timeliness of data by working time-off, schedule change, and other request types
• Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution
• Produce WFM reports according to deadlines attendance, absence, intraday, and ad hoc reports
• Analyze historical trends or contact distribution, AHT, contacts per hour, agent productivity, etc
• Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements
• Communicate with WFM management to aid in resolutions to issues affecting personnel relating to staffing or scheduling
• Research inquiries using various tools, databases, written materials, and the web to provide knowledgeable responses to inquiries
• Regular and predictable attendance is required
• Proficient in Genesys and MS Excel
• Other duties as assigned. Minimum Requirements
• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Must be a US Citizen
• Ability to pass a Federal Government Clearance
• Ability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends).

Please note:

For this position Maximus will provide equipment to use.

Home Office Requirements

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net
• Minimum 5mpbs upload speed
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home router
• Private and secure work area and adequate power source
• Must currently and permanently reside in the Continental US
• Must have a smartphone which will be required to log into Maximus systems 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. Minimum Salary $52,000 Maximum Salary $60,000