-
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: Manchester, US-NH
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:45
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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: Newark, US-NJ
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:44
-
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 Vegas, US-NV
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:44
-
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: Lebanon, US-NH
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:43
-
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: Bozeman, US-MT
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:41
-
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: Springfield, US-MO
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:40
-
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: Billings, US-MT
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:38
-
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: Missoula, US-MT
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:37
-
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: Omaha, US-NE
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:35
-
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: St. Louis, US-MO
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:34
-
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: Hattiesburg, US-MS
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:33
-
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: Kansas City, US-MO
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:31
-
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: Jackson, US-MS
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:30
-
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: Minneapolis, US-MN
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:29
-
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: Tupelo, US-MS
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:28
-
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: Duluth, US-MN
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:26
-
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: Boston, US-MA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:26
-
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: Grand Rapids, US-MI
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:24
-
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: Springfield, US-MA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:23
-
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: Detroit, US-MI
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:22
-
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: Marquette, US-MI
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:21
-
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: Baltimore, US-MD
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:19
-
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: Aberdeen, US-MD
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:19
-
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: Shreveport, US-LA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:17
-
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: Baton Rouge, US-LA
Salary / Rate: Not Specified
Posted: 2025-11-15 08:09:16
