Remote Workforce Forecasting & Scheduling Analyst

Maximus; Dover; Remote; GBP 45,000 - 54,000; Full time

Job summary

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

The role is fully remote. The candidate must be a U.S. citizen, pass a federal background check, and have equipment meeting remote work requirements. Salary is fixed at $66,200 annually in USD.

Qualifications

• Bachelor's degree or equivalent required.
• 3+ years of relevant professional experience required.
• 2+ years experience forecasting inbound contact center volumes and back-office workloads.
• Experience using contact center workforce management tools (e.g., Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM).

Responsibilities

• Provide analytics data on call and web chat arrival patterns and seasonality.
• Analyze and communicate agent schedules; maintain staff plan hours for efficiency.
• Monitor agent attendance and update workforce management software.
• Track and manage schedule adherence and real-time activities.
• Create ad hoc reports on agent scheduling and call/web chat volumes and agent performance metrics.
• Create and maintain agent metrics for historical reference.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Statistical analysis

Agent performance metrics

Education

Bachelor's degree or equivalent

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

The role is fully remote. The candidate must be a U.S. citizen, pass a federal background check, and have equipment meeting remote work requirements. Salary is fixed at $66,200 annually in USD.