Remote Workforce Analytics & Scheduling Analyst

Maximus; City of Albany (NY); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Remote work

Contract role contingent on award

Job summary

Maximus seeks an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. Turn data into staffing decisions that improve service levels and customer experience.

The role emphasizes developing forecasts, overseeing attendance, and producing reports to support staffing and performance metrics in a fully remote setting.

Qualifications

• Bachelor's degree and 3+ years of relevant experience or equivalent combination.
• At least 2 years forecasting inbound contact center volumes.
• Experience with workforce management software such as Amazon Connect or similar.

Responsibilities

• Provide analytics data of arrival patterns, seasonality, agent efficiency and performance.
• Analyze schedules for agents and maintain accuracy to optimize efficiency.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and monitor real-time activities to meet goals.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Create and maintain agent metrics for historical purposes.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Education

Bachelor's degree or higher

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus seeks an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. Turn data into staffing decisions that improve service levels and customer experience.

The role emphasizes developing forecasts, overseeing attendance, and producing reports to support staffing and performance metrics in a fully remote setting.