Remote Workforce Analytics & Forecasting Analyst
Maximus
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Descripción de la vacante
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 actionable staffing decisions that improve service levels and customer experience.
Responsibilities include analytics of arrival patterns, seasonality, agent efficiency; creating schedules; monitoring attendance and adherence; and developing ad hoc reports and agent metrics to guide staffing and
Formación
- Bachelor's degree in a relevant field or equivalent experience.
- 3+ years of professional experience in workforce analytics or contact center forecasting.
- Experience with workforce management software is preferred.
Responsabilidades
- Provide analytics on call/web chat patterns, seasonality, and agent efficiency.
- Analyze and communicate schedules; maintain production data for staff planning.
- Monitor attendance and adjust in WFM software to optimize staffing.
- Track schedule adherence and monitor Real-Time and Intra-Day activities.
- Create ad hoc reports for agent scheduling and performance metrics.
- Develop and maintain agent metrics and historical data.
Conocimientos
Educación
Herramientas
Descripción del empleo
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 actionable staffing decisions that improve service levels and customer experience.
Responsibilities include analytics of arrival patterns, seasonality, agent efficiency; creating schedules; monitoring attendance and adherence; and developing ad hoc reports and agent metrics to guide staffing and
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