Remote Forecasting & Workforce Analytics Analyst

Maximus; Providence (RI); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus seeks an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will transform data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

This fully remote role requires a Bachelor's degree in a relevant field and 3+ years of experience, with at least 2 years forecasting inbound volumes.

Qualifications

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

Responsibilities

• Provide analytics on call/web chat arrival patterns and agent/center performance.
• Analyze and communicate work schedules; review staff plan hours for accuracy.
• Monitor agent attendance and adjust in workforce management software.
• Track schedule adherence and real-time activities to meet goals.
• Create and design ad hoc reports for scheduling, volumes, and metrics.
• Develop and maintain forecasts for inbound volumes and back-office workloads.
• Monitor forecast accuracy and adjust projections as needed.

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus seeks an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will transform data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

This fully remote role requires a Bachelor's degree in a relevant field and 3+ years of experience, with at least 2 years forecasting inbound volumes.