Remote Workforce Forecasting Analyst

Maximus; Phoenix (AZ); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and analytics. The role focuses on turning data into staffing decisions to improve service levels and customer experience.

The ideal candidate will analyze volumes, develop schedules, monitor attendance, and generate actionable reports. This is a fully remote role requiring a US citizen.

Qualifications

• Bachelor's degree in a relevant field and 3+ years of experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Proficiency with workforce management software (Amazon Connect or similar).

Responsibilities

• Provide analytics on call and web chat patterns and seasonality.
• Determine and communicate agent work schedules and review staff plan hours.
• Monitor attendance and adjust in WFM software for absences/late arrivals.
• Track schedule adherence and real-time activities to meet goals.
• Create ad hoc reports on agent scheduling and volumes.
• Maintain agent metrics for historical insights.

Skills

Forecasting

Scheduling

Data analytics

WFM software experience

Communication skills

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

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 analytics. The role focuses on turning data into staffing decisions to improve service levels and customer experience.

The ideal candidate will analyze volumes, develop schedules, monitor attendance, and generate actionable reports. This is a fully remote role requiring a US citizen.