Remote Workforce Forecasting & Scheduling Analyst

Maximus; Cheyenne (WY); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus is seeking a detail-oriented Analyst to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into actionable staffing decisions to improve service levels and customer experience.

The ideal candidate will manage forecasts for inbound volumes, create reports, and monitor attendance and adherence using leading WFM tools in a fully remote setting.

Qualifications

• Bachelor's degree in relevant field and 3+ years of professional experience required.
• At least 2 years of experience forecasting inbound contact center volumes.
• Experience using workforce management software (Amazon Connect or similar).

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality analysis.
• Analyze and communicate work schedules for agents; review staff hours for accuracy.
• Monitor agent attendance and adjust in workforce management software.
• Track schedule adherence and monitor Real-Time and Intra-Day activities.
• Create Ad hoc reports for agent scheduling and volumes.
• Maintain agent metrics for historical information.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Statistical analysis

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is seeking a detail-oriented Analyst to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into actionable staffing decisions to improve service levels and customer experience.

The ideal candidate will manage forecasts for inbound volumes, create reports, and monitor attendance and adherence using leading WFM tools in a fully remote setting.