Capacity Planning Analyst - Call Center

Description & Requirements

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

For more information, visit https://www.maximus.com.

Reporting to the Supervisor, Workforce Optimization (WFO), the Analyst works closely with Workforce Management (WFM) staff, contact center management and operations/project management to develop demand forecasts, analyze drivers of performance and develop capacity plans that meets project performance goals.
The position is responsible for overseeing the effective use of reports, and developing and maintaining accurate call center and/or operations forecasts using statistical and other quantitative analysis methods including simulation to support development of efficient staffing plans.

He/she will be responsible to align staff both strategically (long-term) and tactically (short-term) with workload demand and contract requirements implementing Standardized Operations and Analytics(SOA) best practices and process performance monitoring, leveraging existing reporting capabilities and conducting process analysis as needed.

The position follows MAXIMUS best practices set forth by the SOA Group and closely collaborates with the SOA function for best practice methods and technical expertise.

The position provides guidance, background information, and assistance to management staff on the development of new reports and the modification and interpretation of existing reports.

Essential Duties and Responsibilities:
- Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods.
- Develop knowledge of daily operations and collaborate with supervisors, managers and front- line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities.
- Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities.
- Develop a working level of knowledge of the Call Center to define, optimize, automate and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance.

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Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical...