Remote Workforce Analytics & Scheduling Analyst

Maximus; Columbus (OH); Teletrabalho; USD 60 000 - 73 000; Tempo integral

Resumo da oferta

Maximus is seeking an Analyst - 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 to improve service levels, efficiency, and customer experience.

The position requires a bachelor's degree and 3+ years of relevant experience, including proficiency with workforce management software and call center analytics.

Qualificações

• Bachelor's degree in a relevant field and 3+ years of professional experience.
• At least 2 years of experience forecasting inbound contact center volumes.
• Experience with workforce management tools and reporting.

Responsabilidades

• Forecast inbound volumes and back-office workloads to support staffing and service levels.
• Create and maintain agent schedules and monitor adherence to optimize efficiency.
• Monitor attendance and adjust in workforce management software.
• Track and manage schedule adherence and real-time activities to meet goals.
• Create ad hoc reports on scheduling, volumes, and agent performance metrics.
• Maintain agent metrics for historical analysis.

Conhecimentos

Forecasting

Data analysis

Workforce management

Formação académica

Bachelor's degree in relevant field

Ferramentas

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Descrição da oferta de emprego

Maximus is seeking an Analyst - 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 to improve service levels, efficiency, and customer experience.

The position requires a bachelor's degree and 3+ years of relevant experience, including proficiency with workforce management software and call center analytics.