Remote Workforce Analytics & Scheduling Analyst

Maximus; Austin (TX); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus seeks an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

You will produce forecasts, monitor adherence, adjust schedules, and create ad hoc reports. This is a fully remote position for U.S.

Qualifications

• Bachelor's degree in a relevant field with 3+ years of experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Proficiency with workforce management software and reporting tools.

Responsibilities

• Provide analytics on call and web chat patterns and seasonality.
• Analyze and communicate agent work schedules; review hours for accuracy.
• Monitor attendance and adjust in WFM software for absences and lateness.
• Track schedule adherence and real-time activities to meet goals.
• Create ad hoc reports on scheduling, volumes, and metrics.
• Maintain agent performance data for historical analysis.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Staffing decisions

Attendance tracking

Ad hoc reporting

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus seeks an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

You will produce forecasts, monitor adherence, adjust schedules, and create ad hoc reports. This is a fully remote position for U.S.