Remote Workforce Analytics & Forecasting Analyst

Maximus; Denver (CO); 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. You will turn data into staffing decisions to improve service levels and customer experience.

The role requires a Bachelor's degree and 3+ years of relevant experience, with 2+ years forecasting inbound volumes and experience with workforce management software. This is a fully remote role for a U.S.

Qualifications

• Bachelor's degree in a relevant field and 3+ years of experience required.
• At least 2 years forecasting inbound contact center volumes.
• Experience with workforce management software including forecasting, scheduling, and reporting.

Responsibilities

• Analyze call/web chat patterns, seasonality, and agent efficiency.
• Determine and communicate schedules; review staff plan hours for accuracy.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and monitor real-time activities to meet goals.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Maintain agent metrics and historical information.

Skills

Forecasting inbound volumes

Data analysis

Reporting & metrics

Education

Bachelor's degree in a 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. You will turn data into staffing decisions to improve service levels and customer experience.

The role requires a Bachelor's degree and 3+ years of relevant experience, with 2+ years forecasting inbound volumes and experience with workforce management software. This is a fully remote role for a U.S.