Analyst - Workforce Services(Remote)

Join Maximus as an Analyst - Workforce Services and help optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics.

We are seeking a detail-oriented professional who can turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

Essential Duties and Responsibilities:

- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/ web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Analyze, determine, and communicate work/training schedules for agents.

Maintain production data and review of staff plan hours for accuracy to optimize efficiency.

- Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.

- Accurately track and manage call center schedule adherence.

Monitor all Real-Time and Intra-Day activities to ensure operational goals.

- Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, , Agent Performance Metrics.

- Create, track, and maintain agent metrics for historical information purposes.

- Develop and maintain forecasts for inbound contact volumes and back-office workloads using historical trends, seasonality, and anticipated business changes to support staffing, scheduling, service levels, and processing turnaround targets.

Monitor forecast accuracy, investigate variances, and adjust projections as needed.

- Provide workforce attendance oversight, assess the operational impact of absences and late arrivals, and implement appropriate workforce management adjustments to support staffing and service objectives.

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

- At least 2 years of experience forecasting inbound contact center volumes and preferred back-office workloads.

- Experience using Amazon Connect for workforce management or similar software (i.e.

NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM), including forecasting, scheduling, real-time monitoring, and reporting, preferred.



*Position is contingent upon contract award

*

- This is a fully remote role.
- Must be a U.S.

citizen.
- Equipment will be provided but must meet the remote position requirement provided below.
- Must have the ability to pass a federal background check.

Remote Position 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 internet router.

- Private work area and adequate power source

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, na...