Acting/Limited Service Workforce Management Specialist

Essential Duties and Responsibilities:
- Manage and monitor call volume and staffing data
- Analyze and interpret the information and financial efficiency measurements (to be done continuously throughout the day)
- Produce SWP reports according to deadlines attendance, absence, intraday and ad hoc reports
- Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
- 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
- Analyze historical trends of 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 management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling
- Regular and predictable attendance is required

Minimum Requirements

- High School diploma or equivalent required
- One (1) to three (3) years of related experience required
- Superior demonstrated interpersonal skills to communicate effectively and motivate others.
- Excellent skills in organization, prioritization, time management and handling multiple tasks
- Successful experience delivering excellent customer service.
- Effective written and oral communication skills
- Ability to work under pressure and stress while executing day-to-day operation demand.
- High level of commitment, initiative, vision and enthusiasm.
- Proficient in Aspect eWFM application
- Advanced knowledge in MS Excel, PowerPoint, CMS

- Experience in workforce management applications; Aspect/Alvaria preferred

- This is a limited service position created to accommodate a specific business need.

This Limited-Service hire will be a Maximus employee who will recieve full benefits, but for a limited period of time that does not have a defined end date.

There may be a possibility to become a regular full-time hire based on business need and individual performance.

Maximus employees who have completed the required minimum time in role according to the Internal Transfer and Promotion Eligibility Policy are eligible to apply for a posted position, and any exceptions are handled on a case-by-case basis by that specific project.

The time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the en...