Remote Workforce Forecasting & Scheduling Analyst

Maximus; Honolulu (HI); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus seeks an Analyst in 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.

Responsibilities include developing forecasts for inbound volumes and back‑office workloads, designing agent schedules, monitoring attendance, creating ad hoc reports and tracking key metrics.

Qualifications

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

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality analysis.
• Analyze and communicate work schedules for agents; review staff plan hours for accuracy.
• Monitor agent attendance and adjust in workforce management software.
• Track and manage schedule adherence and real-time/intra-day activities.
• Create and design ad hoc reports on agent scheduling and volumes.
• Maintain agent metrics for historical information.

Skills

Forecasting

Scheduling

Real-time monitoring

Workforce analytics

Data analysis

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Verint WFM

Calabrio WFM

Aspect eWFM

Job description

Maximus seeks an Analyst in 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.

Responsibilities include developing forecasts for inbound volumes and back‑office workloads, designing agent schedules, monitoring attendance, creating ad hoc reports and tracking key metrics.