Remote Workforce Analytics & Scheduling Analyst

Maximus; Santa Fe (NM); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Equipment provided

Job summary

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will translate data into staffing decisions to improve service levels, efficiency, and customer experience.

Responsibilities include creating ad hoc reports, tracking agent metrics, and developing forecasts for inbound volumes and back-office workloads using historical trends.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years in contact center analytics/workforce planning.
• Experience forecasting inbound volumes and coordinating staffing.

Responsibilities

• Provide analytics on call/web chat patterns and seasonality.
• Analyze schedules and optimize agent hours for efficiency.
• Monitor attendance and adjust in workforce management software.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Communication

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

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 workforce analytics. You will translate data into staffing decisions to improve service levels, efficiency, and customer experience.

Responsibilities include creating ad hoc reports, tracking agent metrics, and developing forecasts for inbound volumes and back-office workloads using historical trends.