Remote Workforce Analytics & Scheduling Analyst

Maximus; Richmond (VA); 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 workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

Responsibilities include analyzing call and chat patterns, developing schedules, monitoring attendance, ensuring adherence, and creating ad hoc reports on agent performance.

Qualifications

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• At least 2 years of experience forecasting inbound contact center volumes and preferred back-office workloads.
• Experience using Amazon Connect for workforce management or similar software, including forecasting, scheduling, real-time monitoring, and reporting, preferred.

Responsibilities

• Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
• Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
• Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.
• Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals.
• Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, Agent Performance Metrics.
• Create, track, and maintain agent metrics for historical information purposes.
• Develop and maintain forecasts for inbound contact volumes and back-office workloads using historical trends, seasonality, and anticipated business changes to support staffing, scheduling, service levels, and processing turnaround targets.
• Provide workforce attendance oversight, assess the operational impact of absences and late arrivals, and implement appropriate workforce management adjustments to support staffing and service objectives.

Skills

Forecasting inbound volumes

Workforce scheduling

Real-time monitoring

Agent performance metrics

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

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 workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience.

Responsibilities include analyzing call and chat patterns, developing schedules, monitoring attendance, ensuring adherence, and creating ad hoc reports on agent performance.