Workforce Manager - Scheduler

Description & Requirements

Maximus is looking to hire a Workforce Manager - Scheduler.

This position is remote but will require occasional travel to the work site in Alexandria, Virginia.

An active Public Trust security clearance, or the ability to succcessfully pass a Public Trust clearance process, is required.

Essential Duties and Responsibilities:

- Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Analyze reports and query database from call center software, agent attendance data and WFM Software.

- Determine Agent Adherence to schedule and agent performance.

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

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

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

- Identify and determine required staff based upon deviation reports and make recommendations for improvements.

- Recommend improvements in project performance based on analysis of Forecast to Actuals.

- Determine, document, and escalate concerns on agent performance to management.

- Responsible for skillset management of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments.

- Provision Agents within business systems to create optimal project performance and make recommendations for improvement.

- Manage real time monitoring of agents and notification of unscheduled agents' activities and adherence.

- Take action on operation items escalated by Junior WFM Analysts.

- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.

- Continuously create Work Instructions and Job Aids for supervisors to provide instruction on what action is required for specific codes.

Job-Specific Essential Duties and Responsibilities:

- Analyze volume forecasts, productivity targets, and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles

- Forecast for all channels of activity including web submission, email, phone, and chat volume and staff accordingly to meet service levels

- Create and present reports on staffing, forecast, and other WFM related tasks

- Identify and report on service level risks to call center management

- Create creative and flexible staffing plans to improve employee morale and account for spikes due to environmental impacts

Job-Specific Minimum Requirements:

- Due to contract requirements, only U.S.

ctizens will be considered.

Those with dual citizenship with another country cannot be considered.

- The selected candidate must have an active Public Trust clearance or be able t...