Remote Workforce Analytics & Scheduling Analyst

Maximus; Atlanta (GA); Remote; USD 60,000 - 73,000; Full time

Job summary

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, efficiency, and customer experience.

This fully remote role requires U.S. citizenship and the ability to pass a federal background check.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 3+ years of relevant professional experience required.
• 2+ years forecasting inbound contact center volumes preferred.
• Experience with workforce management software (e.g., Amazon Connect, NICE/IEX).

Responsibilities

• Provide analytics data on call and web chat volumes and seasonality.
• Analyze schedules for agents and maintain accuracy to optimize efficiency.
• Monitor attendance and adjust in WFM software for absences.
• Track schedule adherence and real-time/intra-day activities.
• Create ad hoc reports on agent scheduling and performance metrics.
• Develop forecasts for inbound volumes to support staffing and targets.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Education

Bachelor's degree

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. You will turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

This fully remote role requires U.S. citizenship and the ability to pass a federal background check.