Remote Workforce Analytics & Forecasting Analyst

Maximus; Hartford (CT); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Remote work

Equal opportunity employer

Job summary

Maximus is seeking an Analyst - 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.

Key duties include forecasting inbound volumes, creating schedules, monitoring attendance, and producing ad hoc reports. This is a fully remote position requiring U.S. citizenship and successful background checks.

Qualifications

• Bachelor's degree in a relevant field with 3+ years of experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Experience with workforce management software such as Amazon Connect or similar.

Responsibilities

• Provide analytics data of call/web chat patterns and seasonality analyses.
• Analyze and communicate schedules for agents; review staff hours for accuracy.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and monitor Real-Time and Intra-Day activities.
• Create ad hoc reports on agent scheduling and volumes; track agent metrics.
• Develop forecasts for inbound volumes and back-office workloads to support staffing.

Skills

Forecasting analytics

Scheduling

Data analysis

Analytical thinking

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 - 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.

Key duties include forecasting inbound volumes, creating schedules, monitoring attendance, and producing ad hoc reports. This is a fully remote position requiring U.S. citizenship and successful background checks.