Analyst - Workforce Services(Remote)

Maximus; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Maximus is seeking an Analyst – 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 in a fully remote role.

The ideal candidate holds a Bachelor's degree and 3+ years of forecasting experience, with familiarity in workforce management tools such as Amazon Connect and similar platforms (NICE/IEX,

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 3+ years of relevant professional experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Experience with workforce management tools such as Amazon Connect or similar platforms.

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality analyses.
• Analyze and communicate work schedules for agents and maintain accuracy of staff plans.
• Monitor attendance and adjust settings in workforce management software.
• Track schedule adherence and monitor Real-Time and Intra-Day activities.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Develop and maintain forecasts for inbound volumes and back-office workloads.
• Provide attendance oversight and adjust staffing to meet service objectives.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Reporting

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

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.
• 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

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail] .