Remote Workforce Analytics & Scheduling Analyst

Maximus; Salem (OR); 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.

This fully remote role requires a bachelor’s degree with 3+ years of relevant experience, including at least 2 years forecasting inbound volumes and familiarity with Amazon Connect or similar WFM tools.

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 (i.e. NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM), 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.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Ad hoc reporting

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

This fully remote role requires a bachelor’s degree with 3+ years of relevant experience, including at least 2 years forecasting inbound volumes and familiarity with Amazon Connect or similar WFM tools.