Analyst - Workforce Services(Remote)

Maximus; Boston (MA); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Fully remote

Equipment provided

Job summary

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into staffing decisions to improve service levels and customer experience.

The ideal candidate will have a degree and 3+ years in the field, with experience forecasting inbound volumes and using workforce management software. This is a fully remote role for U.S.

Qualifications

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

Responsibilities

• Provide analytics data of call/web chat patterns and seasonality.
• Analyze, determine, and communicate agent schedules; maintain staff plan hours.
• Monitor attendance and adjust in WFM software for absences/late arrivals.
• Track schedule adherence and monitor Real-Time/Intra-Day activities.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Maintain agent metrics for historical analysis.

Skills

Forecasting

Data analysis

Scheduling

Statistical analysis

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Join Maximus as an Analyst - Workforce Services and help optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. We are seeking a detail-oriented professional who can turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

Essential Duties and Responsibilities:

• Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/ web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
• Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
• Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.
• Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals.
• Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, Agent Performance Metrics.
• Create, track, and maintain agent metrics for historical information purposes.

'- Develop and maintain forecasts for inbound contact volumes and back-office workloads using historical trends, seasonality, and anticipated business changes to support staffing, scheduling, service levels, and processing turnaround targets. Monitor forecast accuracy, investigate variances, and adjust projections as needed.

• Provide workforce attendance oversight, assess the operational impact of absences and late arrivals, and implement appropriate workforce management adjustments to support staffing and service objectives.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

'- At least 2 years of experience forecasting inbound contact center volumes and preferred back-office workloads.

• Experience using Amazon Connect for workforce management or similar software (i.e. NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM), including forecasting, scheduling, real-time monitoring, and reporting, preferred.

Position is contingent upon contract award

• This is a fully remote role.
• Must be a U.S. citizen.
• Equipment will be provided but must meet the remote position requirement provided below.
• Must have the ability to pass a federal background check.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Private work area and adequate power source

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$66,200

Maximum Salary

$66,200