Remote Workforce Analytics Analyst Forecasting & Scheduling

Maximus

Juneau (AK)

Remote

USD 60,000 - 73,000

Full time

3 days ago

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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 staffing decisions that improve service levels, efficiency, and customer experience.

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

Qualifications

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

Responsibilities

Provide analytics data of call and web chat patterns and seasonality.
Analyze schedules for agents and maintain production data for accuracy.
Monitor attendance and adjust in workforce management software.
Track schedule adherence and real-time intra-day activities.
Create ad hoc reports on agent scheduling and volumes.
Develop and maintain forecasts for inbound volumes and back-office workloads.

Skills

Forecasting

Scheduling

Data analysis

Real-time monitoring

Workforce analytics

Statistical analysis

Attention to detail

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

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

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