Remote Workforce Analytics & Scheduling Analyst

Maximus; Hagåtña (GU); Remote; USD 60,000 - 73,000; Full time

Job summary

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

Key duties include forecasting volumes, designing schedules, and providing ad hoc reports. Remote work is allowed for a U.S. citizen with necessary clearances.

Qualifications

• Bachelor's degree with 3+ years of relevant experience.
• 2+ years forecasting inbound contact center volumes.
• Experience with WFM software (Amazon Connect or similar).
• Must be a U.S. citizen and able to pass a federal background check.

Responsibilities

• Analyze call and web chat patterns; prepare scheduling inputs.
• Forecast inbound volumes and back-office workloads.
• Create ad hoc reports on agent scheduling and volumes.
• Monitor schedule adherence and real-time operations.
• Maintain agent performance metrics.
• Oversee attendance and absences in WFM system.

Skills

Forecasting

Workforce management

Analytics

Scheduling

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

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

Key duties include forecasting volumes, designing schedules, and providing ad hoc reports. Remote work is allowed for a U.S. citizen with necessary clearances.