Remote Workforce Analytics & Scheduling Analyst

Maximus; Pierre (SD); Remote; USD 60,000 - 73,000; Full time

Job summary

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

The ideal candidate has strong analytical skills, experience with workforce management tools, and a track record of delivering actionable insights for staffing and scheduling in a remote, US-based environment.

Qualifications

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

Responsibilities

• Analyze call/web chat patterns and agent performance.
• Develop and maintain schedules for agents.
• Monitor agent attendance and adjust in workforce management software.
• Track call center schedule adherence and real-time activities.
• Create ad hoc reports on agent scheduling and volumes.
• Maintain agent metrics for historical analysis.

Skills

Forecasting

Scheduling

Data analysis

Workforce analytics

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

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

The ideal candidate has strong analytical skills, experience with workforce management tools, and a track record of delivering actionable insights for staffing and scheduling in a remote, US-based environment.