Remote Workforce Forecasting & Scheduling Analyst

Maximus; Jackson (MS); Teletrabalho; USD 60 000 - 73 000; Tempo integral

Resumo da oferta

Maximus is seeking an 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 efficiency.

The ideal candidate will have a Bachelor’s degree with 3+ years of experience, proficiency with workforce software, and a track record of producing insightful analytics and reports to support staffing decisions.

Qualificações

• Bachelor's degree required.
• 3+ years of relevant professional experience required.
• Experience forecasting inbound contact center volumes is preferred.

Responsabilidades

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

Conhecimentos

Forecasting

Scheduling

Workforce analytics

Data analysis

Real-time monitoring

Statistical analysis

Formação académica

Bachelor's degree

Ferramentas

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Descrição da oferta de emprego

Maximus is seeking an 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 efficiency.

The ideal candidate will have a Bachelor’s degree with 3+ years of experience, proficiency with workforce software, and a track record of producing insightful analytics and reports to support staffing decisions.