Remote Forecasting & Scheduling Analyst, Contact Center

Maximus; Lincoln (NE); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus in the United States seeks an Analyst for 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 and customer experience.

Responsibilities include analyzing call and web chat patterns, developing schedules, monitoring attendance, drafting ad hoc reports, and tracking agent metrics.

Qualifications

• Bachelor’s degree in a relevant field and 3+ years of experience or equivalent.
• 2+ years forecasting inbound contact center volumes and back-office workloads preferred.
• Experience using workforce management software (e.g., Amazon Connect, NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM) for forecasting, scheduling, real-time monitoring, and reporting.

Responsibilities

• Provide analytics data on call/web chat arrival patterns and seasonality.
• Analyze schedules for agents and optimize efficiency with staff plans.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and Real-Time/Intra-Day activities.
• Create ad hoc reports on scheduling, volumes, and agent performance metrics.
• Maintain agent metrics for historical information.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus in the United States seeks an Analyst for 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 and customer experience.

Responsibilities include analyzing call and web chat patterns, developing schedules, monitoring attendance, drafting ad hoc reports, and tracking agent metrics.