Remote Workforce Analytics & Scheduling Analyst

Maximus; Frankfort (KY); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Remote work

Equipment provided

Job summary

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role turns data into actionable staffing decisions to improve service levels and customer experience.

Responsibilities include analyzing arrival patterns and seasonality, producing ad hoc reports, tracking attendance, and maintaining forecast accuracy.

Qualifications

• Bachelor's degree and 3+ years of relevant experience required.
• Experience forecasting inbound contact center volumes and backing workloads preferred.
• Familiarity with workforce management tools (Amazon Connect, NICE/IEX, Verint WFM, Calabrio WFM) preferred.

Responsibilities

• Provide analytics for call/web chat patterns, seasonality, agent efficiency, and performance.
• Analyze, determine, and communicate schedules; maintain data accuracy to optimize efficiency.
• Monitor attendance and adjust in workforce management software for absences/late arrivals.
• Track schedule adherence and monitor Real-Time and 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; monitor forecast accuracy.

Skills

Forecasting

Scheduling

Data analysis

Reporting

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Verint WFM

Calabrio WFM

Job description

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role turns data into actionable staffing decisions to improve service levels and customer experience.

Responsibilities include analyzing arrival patterns and seasonality, producing ad hoc reports, tracking attendance, and maintaining forecast accuracy.