-
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...
....Read more...
Type: Permanent Location: Newport, US-RI
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:03
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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...
....Read more...
Type: Permanent Location: Pittsburgh, US-PA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:02
-
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...
....Read more...
Type: Permanent Location: Columbia, US-SC
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:02
-
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...
....Read more...
Type: Permanent Location: Charleston, US-SC
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:01
-
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...
....Read more...
Type: Permanent Location: Philadelphia, US-PA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:00
-
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...
....Read more...
Type: Permanent Location: Sioux Falls, US-SD
Salary / Rate: Not Specified
Posted: 2025-11-15 08:10:00
-
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...
....Read more...
Type: Permanent Location: Portland, US-OR
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:59
-
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...
....Read more...
Type: Permanent Location: Cleveland, US-OH
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:58
-
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...
....Read more...
Type: Permanent Location: Tulsa, US-OK
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:58
-
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...
....Read more...
Type: Permanent Location: Eugene, US-OR
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:57
-
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...
....Read more...
Type: Permanent Location: Oklahoma City, US-OK
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:56
-
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...
....Read more...
Type: Permanent Location: Cincinnati, US-OH
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:55
-
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...
....Read more...
Type: Permanent Location: Charlotte, US-NC
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:55
-
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...
....Read more...
Type: Permanent Location: Fargo, US-ND
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:54
-
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...
....Read more...
Type: Permanent Location: Columbus, US-OH
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:53
-
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...
....Read more...
Type: Permanent Location: Minot, US-ND
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:53
-
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...
....Read more...
Type: Permanent Location: Wilmington, US-NC
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:52
-
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...
....Read more...
Type: Permanent Location: Buffalo, US-NY
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:51
-
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...
....Read more...
Type: Permanent Location: Albany, US-NY
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:50
-
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...
....Read more...
Type: Permanent Location: Las Cruces, US-NM
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:50
-
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...
....Read more...
Type: Permanent Location: Albuquerque, US-NM
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:49
-
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...
....Read more...
Type: Permanent Location: Rochester, US-NY
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:48
-
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...
....Read more...
Type: Permanent Location: Cherry Hill, US-NJ
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:48
-
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...
....Read more...
Type: Permanent Location: North Platte, US-NE
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:47
-
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...
....Read more...
Type: Permanent Location: Reno, US-NV
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:46
