Remote Workforce Analytics & Scheduling Analyst

Maximus; Montpelier (VT); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus is looking for an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role requires translating data into actionable staffing decisions to improve service levels and efficiency.

The position requires a Bachelor's degree and 3+ years of relevant experience, with at least 2 years forecasting inbound volumes.

Qualifications

• Bachelor's degree in relevant field and 3+ years of experience.
• At least 2 years forecasting inbound contact center volumes.
• Experience with Amazon Connect or similar WFM software.

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality.
• Analyze and communicate work/scheduling for agents; review staff plan hours for accuracy.
• Monitor agent attendance and adjust in workforce management software.
• Track and manage schedule adherence and realtime activity.
• Create ad hoc reports for agent scheduling and call/webchat volumes.

Skills

Forecasting

Scheduling

Data analysis

WFM tools

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is looking for an Analyst - Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role requires translating data into actionable staffing decisions to improve service levels and efficiency.

The position requires a Bachelor's degree and 3+ years of relevant experience, with at least 2 years forecasting inbound volumes.