Remote Workforce Analytics & Scheduling Analyst

Maximus

Trenton (NJ)

Remote

USD 60,000 - 73,000

Full time

3 days ago

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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 the customer experience.

In this fully remote role based in the United States, you will analyze arrival patterns, seasonality, and agent performance; design schedules; monitor attendance; and generate ad hoc reports and metrics to

Qualifications

Bachelor's degree in relevant field and 3+ years of experience required.
At least 2 years forecasting inbound contact center volumes.
Experience using workforce management software for forecasting, scheduling, monitoring and reporting.

Responsibilities

Provide analytics data of call/web chat arrival patterns and seasonality.
Analyze and communicate schedules for agents; review staff plan hours for accuracy.
Monitor agent attendance and adjust in workforce management software.
Track schedule adherence and real-time/intra-day activities to meet goals.
Create and design ad hoc reports for agent scheduling and performance metrics.
Create, track, and maintain agent metrics for historical purposes.