Workforce Services Analyst - Veterans Evaluation Services

Description & Requirements

Maximus is currently hiring for a Workforce Services Analyst to join our Veterans Evaluation Services (VES) team.

This is a remote opportunity.

The Workforce Services Analyst is responsible for analyzing and optimizing workforce management strategies and processes to enhance operational efficiency and support organizational goals.

This role involves collecting and interpreting workforce data, developing reports and recommendations, and collaborating with various departments to implement effective workforce solutions.

Also responsible for monitoring call center queues and provide agent updates, as well as reviewing and approving requests and providing data and reporting.

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.

Please note: With this position you have the option to have Maximus provide you with equipment to use, or you may use your own equipment.

Home Office Requirements Using Your Own Equipment:
- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
- Preferred Windows or Mac (no Chromebooks)
- OS for Windows - Windows 10 or newer
- OS for Mac - Big Sur (11.0.1+); Catalina (10.15); MacOS (up to 12.5) or newer

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- USB plug and play wired headset with a microphone and noise suppression
- Private work area and adequate power source
- A second monitor is highly recommended for most positions
- Must currently and permanently reside in the Continental US

Home Office Requirements Using Maximus-Provided Equipment:
- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- Private work area and adequate power source
- Must currently and permanently reside in the Continental US

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 have at least 3 years of relevant pro...