Remote Workforce Forecasting & Analytics Analyst

Maximus; Salt Lake City (UT); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Remote work

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.

The role emphasizes developing forecasts for inbound volumes and back-office workloads, assigning schedules, monitoring adherence, and producing ad hoc reports. This is a fully remote position for a U.S.

Qualifications

• Bachelor's degree in a relevant field and 3+ years of professional experience required.
• At least 2 years forecasting inbound contact center volumes and back-office workloads.
• Experience using workforce management software such as Amazon Connect, NICE/IEX, Verint WFM, or Calabrio WFM.

Responsibilities

• Provide analytics data on call/web chat arrival patterns and seasonality.
• Analyze, determine, and communicate work schedules for agents and review staff plan hours.
• Monitor agent attendance and adjust in workforce management software.
• Track and manage call center schedule adherence and real-time activities.
• Create and design ad hoc reports for agent scheduling, volumes, and performance metrics.
• Create, track, and maintain agent metrics for historical purposes.
• Develop and maintain forecasts for inbound volumes and back-office workloads to support staffing and targets.

Skills

Data analysis

Forecasting

Workforce scheduling

Ad hoc 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.

The role emphasizes developing forecasts for inbound volumes and back-office workloads, assigning schedules, monitoring adherence, and producing ad hoc reports. This is a fully remote position for a U.S.