Remote Workforce Analytics & Scheduling Analyst

Maximus; Boise (ID); 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 role focuses on turning data into staffing decisions that improve service levels and customer experience.

The position is fully remote in the U.S., requires a Bachelor's degree with 3+ years of experience, and prior experience forecasting volumes and using workforce tools. A background check will be required.

Formación

• Bachelor's degree in a relevant field and 3+ years of related experience or equivalent mix of education and experience.
• At least 2 years forecasting inbound contact center volumes and back-office workloads is preferred.
• Experience with workforce management software and forecasting, scheduling, monitoring and reporting is preferred.

Responsabilidades

• Provide analytics of call and web chat patterns and seasonal volumes.
• Analyze and communicate agent schedules; review staff plan hours for accuracy.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and real-time / intra-day activities to meet goals.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Develop and maintain forecasts for inbound volumes and back-office workloads.
• Oversee attendance and adjust staffing to support service objectives.

Conocimientos

Forecasting

Scheduling

Data analysis

Real-time monitoring

Reporting

Workforce management

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 role focuses on turning data into staffing decisions that improve service levels and customer experience.

The position is fully remote in the U.S., requires a Bachelor's degree with 3+ years of experience, and prior experience forecasting volumes and using workforce tools. A background check will be required.