Acting Workforce Management Specialist - Call Center Analytics

Maximus; Brownsville (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Full benefits

Job summary

Maximus in Texas is seeking an Acting/Limited Service Workforce Management Specialist to manage call volumes, staffing data, and intraday reporting. You will analyze trends, generate SWP reports, and collaborate with teams to ensure scheduling supports business needs.

This full-time role requires a high school diploma, 1–3 years of related experience, and strong Excel and communication skills. The position emphasizes data accuracy, timely updates, and cross-functional cooperation.

Qualifications

• High school diploma or equivalent required.
• Experience in workforce management or call center analytics preferred.

Responsibilities

• Manage and monitor call volume and staffing data.
• Analyze and interpret information and financial efficiency measurements (continuous throughout the day).
• Produce SWP reports according to deadlines (attendance, absence, intraday and ad hoc reports).
• Ensure sufficient time is planned to support business needs through training, development, and team meetings.
• Maintain and update the workforce management systems with daily exceptions.
• Ensure accuracy and timeliness of data by processing time-off, schedule changes, and other requests.
• Develop strong working relationships across the organization to enable issue resolution.
• Analyze historical trends of contact distribution, AHT, contacts per hour, and agent productivity.
• Track and report performance by individual and team to standards; communicate trends to management.
• Assist management in resolving staffing or scheduling issues for contact center personnel.
• Regular and predictable attendance is required.

Skills

Interpersonal skills

Customer service

Organizational skills

Time management

Communication skills

Ability to work under pressure

Education

High School diploma or equivalent

Tools

Aspect eWFM

MS Excel

PowerPoint

CMS

Job description

Maximus in Texas is seeking an Acting/Limited Service Workforce Management Specialist to manage call volumes, staffing data, and intraday reporting. You will analyze trends, generate SWP reports, and collaborate with teams to ensure scheduling supports business needs.

This full-time role requires a high school diploma, 1–3 years of related experience, and strong Excel and communication skills. The position emphasizes data accuracy, timely updates, and cross-functional cooperation.