Remote Workforce Analytics Analyst Forecasting & Scheduling

Maximus; Lansing (MI); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into staffing decisions that improve service levels and customer experience.

The candidate will develop forecasts, maintain schedules, monitor attendance, and design ad hoc reports to measure agent performance. This is a fully remote position requiring U.S. citizenship.

Qualifications

• Bachelor’s degree with 3+ years relevant experience.
• 2+ years forecasting inbound contact center volumes.
• Experience with workforce management software and reporting.
• U.S. citizenship and ability to pass background check.

Responsibilities

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

Skills

Forecasting

Data analysis

Workforce management

Reporting

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into staffing decisions that improve service levels and customer experience.

The candidate will develop forecasts, maintain schedules, monitor attendance, and design ad hoc reports to measure agent performance. This is a fully remote position requiring U.S. citizenship.