Remote Workforce Analytics & Scheduling Analyst

Maximus; Annapolis (MD); A distancia; USD 60.000 - 73.000; Jornada completa

Descripción de la vacante

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

Responsibilities include analyzing arrival patterns and seasonality, developing schedules, monitoring attendance, maintaining adherence, and creating ad hoc reports on agent scheduling and

Formación

• Bachelor's degree in relevant field and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• At least 2 years of experience forecasting inbound contact center volumes and preferred back-office workloads.
• Experience using Amazon Connect for workforce management or similar software (i.e. NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM), including forecasting, scheduling, real-time monitoring, and reporting, preferred.

Responsabilidades

• Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
• Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
• Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.
• Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals.
• Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, Agent Performance Metrics.
• Create, track, and maintain agent metrics for historical information purposes.
• Develop and maintain forecasts for inbound contact volumes and back-office workloads using historical trends, seasonality, and anticipated business changes to support staffing, scheduling, service levels, and processing turnaround targets.
• Provide workforce attendance oversight, assess the operational impact of absences and late arrivals, and implement appropriate workforce management adjustments to support staffing and service objectives.

Conocimientos

Forecasting

Scheduling

Data analysis

Communication

Educación

Bachelor's degree in relevant field

Herramientas

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Descripción del empleo

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

Responsibilities include analyzing arrival patterns and seasonality, developing schedules, monitoring attendance, maintaining adherence, and creating ad hoc reports on agent scheduling and