Remote Forecasting and Scheduling Analyst

Maximus; Bismarck (ND); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus, a national government services contractor, seeks an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role emphasizes turning data into staffing decisions that improve service levels and customer experience.

This fully remote position requires a Bachelor’s degree and 3+ years of relevant experience, with forecasting and back-office workload knowledge. U.S.

Qualifications

• Bachelor's degree in a relevant field and 3+ years of experience.
• At least 2 years forecasting inbound contact center volumes and back-office workloads.
• Experience using Amazon Connect or similar workforce management software.

Responsibilities

• Provide analytics on call/web chat arrival patterns, seasonality, agent efficiency, and performance.
• Analyze and communicate agent schedules; review staff plan hours for accuracy.
• Monitor attendance and adjust in WFM software for absences and late arrivals.
• Track schedule adherence and real-time/intra-day activity to meet goals.
• Create ad hoc reports on agent scheduling and volumes; measure agent performance.
• Maintain agent metrics for historical reference.
• Develop and maintain forecasts for inbound volumes and back-office workloads.
• Monitor forecast accuracy and adjust projections as needed.
• Oversee attendance impact and adjust staffing to meet service objectives.

Skills

Forecasting

Workforce analytics

Data analysis

Scheduling

Statistical analysis

Communication

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus, a national government services contractor, seeks an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role emphasizes turning data into staffing decisions that improve service levels and customer experience.

This fully remote position requires a Bachelor’s degree and 3+ years of relevant experience, with forecasting and back-office workload knowledge. U.S.