Remote Workforce Analytics & Scheduling Analyst

Maximus; United States; Remote; USD 70,000 - 110,000; 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 in a fully remote role.

The ideal candidate holds a Bachelor's degree and 3+ years of forecasting experience, with familiarity in workforce management tools such as Amazon Connect and similar platforms (NICE/IEX,

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 3+ years of relevant professional experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Experience with workforce management tools such as Amazon Connect or similar platforms.

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality analyses.
• Analyze and communicate work schedules for agents and maintain accuracy of staff plans.
• Monitor attendance and adjust settings in workforce management software.
• Track schedule adherence and monitor Real-Time and Intra-Day activities.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Develop and maintain forecasts for inbound volumes and back-office workloads.
• Provide attendance oversight and adjust staffing to meet service objectives.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Reporting

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 in a fully remote role.

The ideal candidate holds a Bachelor's degree and 3+ years of forecasting experience, with familiarity in workforce management tools such as Amazon Connect and similar platforms (NICE/IEX,